*Temporary position until 12/31/24

*Bilingual in Spanish, Haitian Creole or Portuguese is required

SUMMARY:  

The Customer Service Specialist(CSS) provides direct and professional assistance to customers seeking employment-related services and training. Guides customers through available programs, resources, training, and other special services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The requirements listed below are representative of the essential duties required of the Customer Service Specialist position.

• Provides in-depth review of MassHire basic services, training, and resources.

• Answers phones, schedules appointments, and files member registrations.
• Maintains up-to-date knowledge and familiarity with services and programs.
• Provides assistance with resume preparation, job search, Internet browsing and email applications.
• Monitors and maintains Resource Room area, ensuring customers have access to accurate, appropriate information and equipment to conduct career and occupational exploration.
• Troubleshoots problems related to equipment use and/or Internet browsing.
• Assists in processing member satisfaction surveys.
• Operates a variety of office equipment including personal computer, copy machine, and fax machine.
• Exercises good judgement, discretion, confidentiality, and sensitivity.
• Performs duties in accordance with Goodwill’s standard policies and procedures.
• Other duties as assigned.

LEVEL OF RESPONSIBILITY

• Employee works under general supervision.
• Employee makes decisions within clearly prescribed areas referring matters that fall outside that area to others.

• Employee recommends actions and alternatives to supervisor and others.
• Advises members on proper use of career center services.

SUPERVISORY RESPONSIBILITIES

• Does not have any supervisory responsibilities.

QUALIFICATION REQUIREMENTS:

• High School or General Equivalency Diploma (GED) required.
• Minimum one (1) year of experience working in a comparable role.
• Outstanding oral and written communication skills.
• Possess active listening & response skills in interacting with customers, business partners and staff.
• Must have excellent organizational, time-management, and problem-solving skills.
• Ability to efficiently prioritize and multi-task.
• Exceptional interpersonal and customer service skills.
• Proficiency in Microsoft Office, particularly Word, Excel, PowerPoint, and Teams.
• Bilingual (Spanish, Haitian Creole, French) a plus.
• Satisfactory results of all required background checks according to Goodwill policy.

WORKING CONDITIONS AND PHYSICAL EFFORT

The work environment characteristics described here are representative of those a Customer Service Specialist encounters while performing the essential functions of this job.

Physical Demands/Efforts

• Must be able to sit for prolonged periods of time working on a computer.

• Work performed is typically sedentary with occasional periods of walking and standing.
• May require stooping, kneeling, crouching, reaching.

• Utilizes finger dexterity to perform computer operations, handle or feel objects, tools, or controls.
• May be required to lift or move up to twenty (20) pounds at times.

Mental & Visual Demands

• Significant level of mental concentration required to manage multiple complex tasks.
• Work requires frequent visual effort for extended periods of time.
• Specific vision abilities required include close vision, distance vision, and peripheral vision.

Work Environment and Hazards

• Working environment is typical of an office setting and the noise level is usually moderate.
• Absence of hazards.

AMERICANS WITH DISABILITIES ACT

Morgan Memorial Goodwill Industries, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

     This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.