Customer Solutions Facilitator

JOB SUMMARY:

The Customer Solutions Facilitator is the primary point of contact for customers upon entry into the workforce system. The position is responsible for helping all participants, including those directed to self-service in the resource rooms and for assisting jobseekers with career development activities designed to link them with employment.

ESSENTIAL FUNCTIONS:

• Facilitates job-readiness classes, workshops, or orientations to help customers maintain or improve job skills. Presents information using a variety of instructional techniques or formats, such as simulations, team exercises, group discussions, videos, or lectures.
• Interview’s customers to record and assess employment information to determine customer’s career development opportunities and needs.
• Educates customers on center services including the job seeker tools available (i.e., WorkInTexas (WIT) self-directed job search/match, typing tutorials, resume programs, workshops, etc.). May assist customers with the WIT registration and ensures registrations are properly completed.
• Works closely with the Business Solutions Representative and Career Center staff regarding employer communications to discuss ways to improve services and meet labor market needs more effectively.
• Data inputs all services according to policies and procedures 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.
• May coordinate the customer’s job readiness activities to ensure that it supports their work experience by providing interviewing techniques, application completion process and appropriate dress attire.
• Contributes to the Career Center performance goals, including customer service and follow up.
• Collaborates with all Career Center staff to ensure customers have a meaningful experience.
• Escorts customers to the Customer Satisfaction Survey computers prior to leaving the center, if applicable
• Proactively seeks ways to improve workforce services to meet labor market needs.
• Performs other duties as assigned and fulfills responsibilities as required.

KNOWLEDGE/SKILLS/ABILITIES:

• Knowledge of workforce development, economic development, and project management.
• Knowledge of word processing, spreadsheet, technology, and computer skills.
• Exceptional customer service and interpersonal skills.
• Able to work with diverse customers with unique needs and communication styles.
• Can effectively handle or resolve stressful or challenging situations with difficult customers. Is sensitive to customer needs and feelings and demonstrates concern for others.
• Excellent verbal and written communication skills.
• Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the public.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED required.
• Associates or undergraduate degree preferred.
• Valid driver’s license and proof of insurance with good driving record.
• Bilingual in English and Spanish strongly preferred.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Physical requirements include lifting to 10 pounds occasionally. Subject to standing, sitting, bending, and walking to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. Occasional driving and travel may be required. Flexible hours may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPANY OVERVIEW:                              

C2 Global Professional Services (C2 GPS) is leading the charge in innovative workforce and career services, making a real impact in Texas, Florida, and communities across Southern Nevada. Known for our exceptional customer service, we pride ourselves on forging strong relationships within our local communities and empowering job seekers to land meaningful roles and advance their careers. 

At C2 GPS, our core values of Respect, Communication, Customer Engagement, and Ingenuity are at the heart of everything we do. We strive for excellence that sets us apart from the competition. As we experience rapid growth, our services reach across multiple counties in Texas, Florida, and Southern Nevada, demonstrating our commitment to making a difference. <