Job Title

Customer Service Agent Department

Programs Oversight Reports to

Programs Oversight Unit Director FLSA Status

Non-Exempt

SUMMARY Due to the nature of this position the work schedule is from 8 am to 5 pm unless prior arrangements are made with the direct supervisor. Experienced customer service agent. Candidate should possess knowledge of workforce programs administered by the Workforce Solutions for Tarrant County Board, Tarrant County Workforce Center locations, Tarrant County Service Provider locations and hours of operation; ability to convey this information to customers in person and over the telephone. Work involves external customer service support and receiving and responding to public inquiries for information and/or services. Works under moderate supervision with limited latitude for the use of initiative and independent judgment. The ability to solve problems with a desire to provide excellent customer service experience. The individual should strive to ensure optimal customer support. Ideally, an organized individual who enjoys being part of a team has a passion for innovating new procedures to assist customers and connect them to resources and services.

SUPERVISORY RESPONSIBILITIES No day-to-day supervisory responsibilities. Essential Duties and Responsibilities

Provides individualized customer service on a high-standard professional level.

Maintains comprehensive, up-to-date knowledge of available services.

Manages the front desk, greeting guest/employees, accepting all incoming mail

Managing and recording Board staff attendance.

Ensuring guests sign in and out and escort to staff offices if necessary.

Manages substantial amounts of inbound calls in a timely manner.

Answer inbound calls and assist customers who have inquiries or questions.

Identifies customers' needs, clarifies information, research issues and provides correct information and/or alternatives.

Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures.

Maintain consistently high standards of interviewing callers and documents obtained information from callers while honoring confidentiality standards as required by organizational guidelines.

Communicates with the public in person, by telephone, by email or regular correspondence, by fax or over the internet.

Responsible for entering and updating customer data into the Case Management System.

May research information to resolve customer service problems.

May prepare, interpret and disseminate information concerning agency programs and procedures.

May interpret and explain rules, regulations, policies and procedures.

Assists in maintaining the front desk, conference rooms, and lobby appearance.

Performs additional duties as assigned.

QUALIFICATIONS To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made upon request to enable individuals with disabilities to perform the essential functions.

Education/Experience Must have a high school diploma or general education degree (GED); some college experience is favorable; some call center experience preferred.

Language Ability Must have excellent written and verbal skills in English; verbal bilingual English/Spanishis favorable. Must have the ability to communicate with a diverse range of individuals and possess strong interpersonal skills.

Math Ability

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. The individual should possess good judgement.

Computer Skills To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Database software, Internet software; and E-mail. Experience in Excel is a plus.

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 upon request to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties as assigned by their supervisor.

This position will be designated as security sensitive according to the Texas Labor Code, Section 301.042. All offers of employment are contingent upon satisfactory completion of a criminal history record investigation.

Workforce Solutions for Tarrant County

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