SUMMARY

A CareerSource Research Coast (CSRC) programmatic position responsible for providing front-line workforce services to Career Center customers and facilitating Reemployment Services and Eligibility Assessment (RESEA) services for participants identified by FloridaCommerce. The position provides customer assistance, employment services, job and program referrals, and workforce information, and conducts RESEA orientations, assessments, employment planning, referrals, follow-up, and other required program activities to support participants in returning to employment.

PRIMARY CUSTOMER SERVICE RESPONSIBILITIES

1. Greet and engage customers by phone and in person to identify service needs, manage customer service flow, and provide appropriate workforce services and assistance.
2. Direct customers to scheduled appointments and connect them to Career Center staff, programs, partner services, and other resources as appropriate.
3. Provide general information regarding CSRC programs, partner services, available resources, and workforce services, while ensuring Priority of Service for Veterans and Eligible Spouses.
4. Ensure first-time and target-population customers are connected to appropriate staff and services in accordance with established customer service procedures.
5. Assist Resource Room customers with job searches, job referrals, online workforce tools, and access to other programs and services as appropriate.
6. Maintain the Career Center Traffic Report to ensure timely and accurate recording of customer visits and service activity.
7. Manage the Career Center’s Referrals Pending Review list and ensure results are recorded within established timeframes.
8. Source qualified candidates for unsuppressed job orders and conduct appropriate follow-up.
9. Actively engage Resource Room customers to identify needs and ensure appropriate assistance is provided.
10. Enter staff-assisted services, case notes, and other required service documentation into Employ Florida accurately and timely.
11. Inform customers of applicable Career Center standards, policies, and requirements and assist with the de-escalation and resolution of customer concerns in accordance with CSRC policies and procedures.
12. Maintain the professional appearance and readiness of the Front Desk and Resource Room, including ensuring informational materials, supplies, and other resources are appropriately stocked and available.

PRIMARY RESEA PROGRAM RESPONSIBILITIES

1. Conduct individual and/or group RESEA orientations and provide participants with information regarding CSRC workforce programs, services, partner resources, and reemployment requirements.
2. Ensure RESEA participants complete required Employ Florida registration, Wagner-Peyser application, current resume, and other required program activities and documentation.
3. Provide relevant labor market and career information to assist RESEA participants in identifying employment opportunities and establishing employment goals.
4. Administer or arrange appropriate skills and career assessments based on participant needs.
5. Develop Employment Development Plans (EDPs) with RESEA participants that identify employment barriers, short- and long-term employment goals, and assigned activities designed to support successful reemployment.
6. Screen and refer RESEA participants to WIOA and other workforce programs, partner services, and community resources based on identified needs and employment goals.
7. Conduct targeted job searches with job-ready RESEA participants and provide appropriate job referrals and employment assistance.
8. Enter RESEA services, case notes, EDP activities, attendance, and other required participant information into Employ Florida accurately and timely and maintain complete and accurate program documentation.
9. Maintain RESEA scheduling and Event Calendar information in Employ Florida and conduct required appointment confirmation and missed-appointment follow-up activities.
10. Monitor RESEA participants’ progress toward completion of assigned EDP activities and conduct required follow-up.
11. Review applicable RESEA performance and compliance reports, including Yellow Flag and Red Flag reports, to ensure required activities and attendance are documented timely and accurately.
12. Compile customer, service activity, and RESEA program information for reports as requested.
13. Perform other duties as assigned.
    

KNOWLEDGE AND SKILL REQUIREMENTS

1. Excellent customer service, interpersonal, verbal, and written communication skills, with the ability to effectively engage individuals with varying needs and backgrounds.
2. Strong organizational and time-management skills, with the ability to manage multiple priorities, appointments, documentation requirements, and customer needs.
3. Ability to assess customer needs, identify employment barriers, and assist individuals in establishing appropriate employment goals and activities.
4. Ability to exercise sound judgment, take initiative, solve problems, and determine appropriate services and referrals based on individual customer needs.
5. Ability to effectively address customer concerns, manage difficult interactions, and de-escalate challenging situations while maintaining professionalism.
6. Strong presentation and facilitation skills, with the ability to provide orientations and communicate workforce and program information effectively in individual and group settings.
7. Knowledge of workforce programs, community resources, and partner services, with the ability to appropriately connect customers to available services and resources.
8. Knowledge of local labor market conditions, job-search strategies, and employment resources.
9. Proficiency with Microsoft Office applications and the ability to effectively use other technology required to perform assigned duties. Experience with Employ Florida preferred.
10. Ability to maintain accurate and timely case notes, service records, participant documentation, and other required program information.
11. Required to obtain CareerSource Research Coast Workforce Development Professional – Tier 1 certification within the first six months of employment, if not already certified. 

EDUCATION AND EXPERIENCE REQUIREMENTS

1. Associate degree and one (1) year of extensive in-person customer contact experience OR
2. High School Diploma and three (3) years of extensive in-person customer contact experience

ADA REQUIREMENTS

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 accommodation may be used to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; talk or hear.  The employee is occasionally required to reach with hands and arms; balance, stoop, or kneel.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

ENVIRONMENTAL FACTORS

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  This job operates in a fast-paced office environment with high public contact, extensive phone and computer usage.  This role routinely uses standard office equipment such as phones, computers, photocopiers, filing cabinets, and fax machines.  While performing the duties of this job, the employee is usually not exposed to weather conditions. The position may require extended hours including evenings and weekends. The noise level in the work environment is usually moderate.

TRAVEL REQUIREMENTS

Generally, travel requirements are less than 25%.  Travel to multiple worksites and occasional out-of-town travel to attend standard training that may be local, in-state, or out-of-state. Must have reliable transportation, a valid driver’s license, auto insurance, and be insurable under the CSRC policy.

 ACKNOWLEDGEMENT

 NOTE: The above statements are intended to describe the general nature of work performed by the Customer Service/RESEA Specialist. These statements are not to be construed as an exhaustive list of all responsibilities, tasks and skills required of an employee in this position.

CareerSource Research Coast reserves the right to request that other tasks be performed when warranted (for example: by emergencies, changes in personnel, or workload, corporate reorganization, or technical development).

 The employee recognizes that, albeit highly rewarding, the position is fast-paced, ever-changing, and moderately stressful.

 This job description is subject to change/revision at any time without prior notification.