Customer Solutions Facilitator

JOB OVERVIEW:  

Provides exceptional customer service, conducts workshops, orientations and other duties as assigned that provide assistance to universal and program participants

DUTIES AND RESPONSIBILITIES:  

Works with Customer Solutions Facilitator Lead providing input on ideas, methods and observations that

will ensure continuous improvement of workshops, orientations and exceptional customer service.

• Provides a clear description of the role of the facilitator to participants and the benefits of information that

will be presented.

• Uses various tools and techniques to structure and facilitate group discussions.

• Develops strategies for constructively dealing with conflict and encouraging effective group behaviors.

• Creates specific facilitation strategies to improve the overall effectiveness of presentations.

• Creates environment where everyone is encouraged to participate, understand one another’s point of view

and shares responsibility in attaining goals.

• Presents workshops that are motivating and engaging that will provide participants positive outcomes and

accomplish desired results.

• Presents orientations in a manner that is welcoming, encouraging and informative on workforce programs

and services.

• Conducts and interprets assessment results.

• Helps to develop career pathways and assists in referrals to employment opportunities.

• Collects and provides information on labor market needs, educational opportunities, employment

resources, and support services to customers.

• Data enters all services according to policies and procedures accurately and in real time (as service is

provided to customer) in the appropriate systems (WorkInTexas, TWIST, etc.). Ensures that all

information on application is correct and correctly entered in the system.

• Identifies community resources and establishes linkages to assist customers with specific needs.

• Contributes to the Career Center performance goals, including customer service.

• Collaborates with all Career Center staff to ensure customers have a meaningful experience.

• Encourages customers to take Customer Satisfaction Surveys prior to leaving the center, if applicable.

• Performs other related duties as assigned.

Skills/Qualifications:

• Bachelor Degree from an accredited college or university in a related field of study preferred and 1

years work related experience, preferably in a field of workforce development and customer service, or

• Associate Degree from an accredited college and 3 years work related experience, preferably in a field

of workforce development and customer service, or

• High School Diploma or equivalent required and 5 years work related experience, preferably in a field

of workforce development and customer service.

• Knowledge of workforce development is preferred

• Excellent verbal, presentation skills, and written communication skill required. 

• Must have experience public speaking preferably in facilitating workshops, trainings or orientations.

• Demonstrated customer service skills, problem solving and critical thinking skills.

• Possesses computer skills, with specific experience using word processing, PowerPoint, Visio and

spreadsheet software programs, including Excel and Access.

• Familiarity with the communities being served, with knowledge and understanding of local needs and

resources.

• Ability to develop and maintain professional working relationships with management, coworkers, workers

from other programs and outside agencies, as well as the public.

• May be required to utilize a personal automobile for our agency’s related business requiring a current

valid driver’s license and current automobile liability insurance.

• Bilingual in English and Spanish strongly preferred.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands for finger coordination, reach with arms and hands, pulling standard file cabinet and vertical file drawers, lift/carry 10 pounds of paper, drive a vehicle, stoop, kneel, talk and hear. Occasional travel required. Flexible hours may be required.

COMPANY OVERVIEW:                             

 C2 Global Professional Services is an award-winning employment and training organization, that prepares