CUSTOMER SERVICE SPECIALIST

Requisition No: 795764

Agency: Economic Opportunity

Working Title: 795764 - CUSTOMER SERVICE SPECIALIST - 40041071 1

Position Number: 40041071

Salary: $31,200.00 / Annually

Posting Closing Date: 03/15/2023

Our Organization and Mission:

The Florida Department of Economic Opportunity (DEO) works across the state to support Florida’s economy, robust and talented workforce, and our local communities. The agency is dedicated to making a stronger and more resilient Florida, so businesses, communities, and workforce are better prepared to withstand future economic slowdowns and natural disasters.

CareerSource Chipola is the workforce development organization in the Florida Panhandle serving Calhoun, Holmes, Jackson, Liberty, and Washington counties. CareerSource Chipola provides employment and training services that facilitate economic prosperity in partnership with education, economic development, chambers of commerce, community-based organizations, local governments, and businesses.

CareerSource Chipola partners with DEO to connect workers to jobs and businesses to support the growing needs of all industry sectors. CareerSource Chipola provides innovative services that build a talent pipeline for the current and future workforce.

In collaboration with our partners, CareerSource Chipola salute our nation’s veterans and are honored to have the opportunity to support them and their family members by encouraging them to apply at DEO for positions that fit their skill sets.

CareerSource Chipola and the Florida Department of Economic Opportunity are Equal Opportunity Employers/Programs. Auxiliary aids and services are available upon request to individuals with disabilities. (TTY/TDD 1-800-955-8771 or the Florida Relay Service – 711.)

The Work You Will Do:

You will perform duties that are critical to the mission of both CareerSource Chipola and DEO. The position works within the career center to connect job seekers to employers in need of qualified workers. The position also serves as a leader in the center for the provision of assistance to Reemployment Assistance claimants who are determined most likely to exhaust their benefits and in need of employment and/or training.

The position will be assigned to LWDB 3 (CareerSource Chipola), in the Chipley career center, Wagner-Peyser unit.

Overview of primary responsibilities:

Triage and assess customer needs, and direct customer to appropriate service and/or program

Serve as the initial point of contact and provides instructions, labor market information, and assistance to customers utilizing the services of the CareerSource Chipola career center

Register job seekers to ensure full, current, and complete registrations

Screen and refer job seekers to appropriate job openings, workforce training programs, and community resources

Ensure referrals pending review and other customer requests via the customer service email are completed in a timely manner

Assist with general computer and Reemployment Assistance (RA) application questions and if needed, reset RA Personal Identification Number (PIN)

Provide Reemployment Services and Eligibility Assessment (RESEA) one-on-one assessment and career services to Reemployment Assistance (unemployment) claimants.

Assist with job fairs, recruiting events, and other CareerSource Chipola events as needed

Document and record services/activities accurately and timely

Performs other related duties as needed

Leadership responsibilities (i.e., # of people under the leadership of this position): This position does not provide leadership for any other position.

The Difference You Will Make:

You will work directly with customers accessing employment services. These services help to improve the quality of lives for the customers by connecting them to jobs to increase self-sufficiency. The position also helps to direct customers to training opportunities within the center.

This is a critical role for both CareerSource Chipola and DEO. The position is linking open/available jobs to individuals seeking employment which helps both customers and employers. This position also engages RA claimants in a one-on-one setting and provides an opportunity for information sharing to create an employment plan based on assessment results and the needs of the claimant. By providing these services, customers can transition to employment in an expedited manner.

CareerSource Chipola is a fast-paced work environment in which critical thinking and prioritizing are a must.

How You Will Grow:

CareerSource Chipola and DEO encourages its employees to constantly innovate and seek efficiencies. CareerSource Chipola provides quarterly training to all staff in key areas of employment. Also, DEO trainings are made available throughout the year and on request with our Office of Human Resources Training and with our Division of Workforce Training Unit. In accordance with both CareerSource Chipola and DEO’s Vision and Mission, the employee:

• Furthers Florida’s economic vision by providing support that enhances the economy and develops, safe, and healthy communities.
• Meets customer expectations with an emphasis on responsiveness, quality, quantity, and timeliness of work.
• Provides information clearly, accurately, and succinctly; and exhibits good listening skills.
• Works collaboratively to optimize the effectiveness of available resources and tools.
• Uses knowledge acquired through education, training, or experience to complete tasks.

These expectations are for all employees, and you will be expected to model these as a leader. CareerSource Chipola and DEO believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience.

Where You Will Work:

Chipley is a city and the county seat of Washington County, Florida and located between Tallahassee and Pensacola. The Chipley career center is housed on the campus of Florida Panhandle Technical College (FPTC) in Chipley, Florida. Chipley is home to the tallest waterfall located in the Falling Waters State Park.

DEO’s main office is located in downtown Tallahassee.

WORKING FOR THE STATE OF FLORIDA HAS BENEFITS!

For a more complete list of benefits, visit www.mybenefits.myflorida.com.

Pay: $31,200

Your Specific Responsibilities:

• Interview and assess customer needs and provide services or referrals as appropriate.
• Evaluate education, training, and experience to properly register applicants in computer system.
• Provide instructions and assistance as needed to customers utilizing the Employ Florida (EF) system and assistance with Florida’s CONNECT system for Reemployment Assistance (RA) claimants.
• Screen and refer applicants to available job openings and/or training opportunities.
• Perform job development contacts.
• Provide labor market information.
• Provide employment counseling as appropriate and refer to testing and/or other supportive services as appropriate.
• Process job orders using information obtained from employers to compile job descriptions, accurately code each occupation and industry, and perform file search of job orders for qualified applicants adhering to veterans' preference and mandated Federal Contractor requirements.
• Monitor job orders, maintain timely contact with employers to perform follow-up and verify referral results with employers to document on job orders.
• Provide Reemployment Services and Eligibility Assessments (RESEA) on a scheduled basis. Letters scheduling applicants for the RESEA will be mailed out timely to ensure that the applicants have at least ten (10) days' notice of their scheduled appointment date.
• Enter data into the Employ Florida (EF) system timely as required by State and local guidelines.
• May assist with follow up for claimants enrolled in the Reemployment Services and Eligibility Assessments (RESEA) program.
• Makes initial contact with eligible trade-affected individuals whose employment has been threatened and who have been temporarily or permanently laid off.
• Review application, collect appropriate documentation needed to verify data elements.
• Conduct an initial assessment of the workers eligibility for services by reviewing work experience, education, and abilities.
• Refer eligible individuals to appropriate staff for comprehensive assessment.
• Assist staff in pulling together information needed to conduct a Trade Adjustment Allowance (TAA) Information Meeting for trade-affected workers who are covered under a certified petition.

Required Knowledge, Skills, and Abilities:

• Ability to promote and market the career center system.
• Requires excellent verbal and written communication skills and is a team player
• Working knowledge/experience using Microsoft applications which include Word, Excel, and Power Point
• Knowledge of the principles and techniques of effective communication and the ability to communicate clearly and effectively in individual and group settings, both verbally and in writing
• Knowledge of the methods of data collection.
• Knowledge of the principles and techniques of effective customer service and the ability to provide excellent customer service.
• Ability to establish and maintain effective working relationships with others.
• Ability to understand and apply applicable rules, regulations, policies, and procedures.
• Ability to deal with the public in a tactful, courteous, and effective manner.
• Ability to record, collect, evaluate, and analyze data.
• Ability to work independently by planning, organizing, and coordinating work assignments.
• Ability to listen effectively.
• Ability to read and understand reports, documents, and other written materials.
• Ability to utilize problem-solving techniques.
• Ability to work independently at times and with supervision as needed.
• Ability to make presentations in group or individual settings.
• Ability to work effectively as part of an interorganizational team
• Ability to work independently at times and with supervision as needed.
• Ability to make presentation sin group or individual settings.

Qualifications:

As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state, and national law enforcement records.

Minimum:

• High school diploma or equivalent required.
• Must become certified as a Workforce Development professional (Tier 1), within 6 months of appointment to this position.
• Duties and responsibilities of this position must be performed in the official worksite, CareerSource Chipola, Chipley, Florida. Note: On occasion, may be asked to provide services in one of the other career centers.
• Required to travel locally and must furnish own transportation.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.