SUMMARY

An operational and customer service position responsible for coordinating the day-to-day operation and deployment of CSRC’s mobile units and providing workforce services to customers throughout the community. The position ensures the mobile units are properly maintained, equipped, and prepared for service delivery; coordinates scheduling and participation in community events; and provides customers with employment services, job referrals, program information, and connections to other workforce and community resources.

PRIMARY ADMINISTRATIVE RESPONSIBILITIES

1. Coordinate the day-to-day deployment and operational readiness of CSRC’s mobile units.
2. Serve as the primary driver of the mobile units and ensure units are prepared for scheduled service delivery and community events.
3. Coordinate mobile unit scheduling with the Vice President of Operations/COO, including deployment to community events and other service locations.
4. Coordinate routine maintenance, cleaning, and necessary repairs to ensure the mobile units remain safe, functional, and ready for use.
5. Coordinate with the Vice President of Operations/COO and IT to ensure the availability and functionality of hardware, software, internet connectivity, and other technology necessary to support mobile service delivery.
6. Monitor the quality and efficiency of mobile customer service operations and recommend improvements to service delivery processes, policies, and procedures.
7. Maintain appropriate records and provide reports regarding mobile unit deployment, utilization, maintenance, service activity, and other operational information as requested.
8. Address and resolve customer service concerns and maintain required complaint documentation in accordance with applicable policies and requirements.

PRIMARY PROGRAMMATIC RESPONSIBILITIES

1. Greet and engage customers to identify service needs, manage customer service flow, and provide appropriate workforce services and assistance.
2. Provide orientation and information regarding CSRC programs, partner services, available resources, and other workforce services, while ensuring Priority of Service for Veterans and Eligible Spouses.
3. Provide labor market, career, and employment information and assist customers in accessing appropriate online tools and resources.
4. Assist customers with job searches and job referrals and connect customers to workshops, programs, partner services, and other resources as appropriate.
5. Maintain the Traffic Report to ensure timely and accurate recording of customer visits and service activity.
6. Source qualified candidates for unsuppressed job orders and conduct appropriate follow-up.
7. Actively engage customers by utilizing mobile services to identify needs and ensure appropriate assistance is provided.
8. Enter staff-assisted services, case notes, and other required service documentation into Employ Florida accurately and timely.
9. Inform customers of applicable Rules of Conduct, policies, and requirements and monitor adherence while utilizing mobile services.
10. Assist with the de-escalation and resolution of customer concerns in accordance with CSRC policies and procedures.
11. Compile service activity, customer, and other programmatic information for reports as requested by the Vice President of Operations/COO.
12. Maintain the professional appearance and readiness of the Mobile Resource Room, including ensuring that informational materials, supplies, and other resources are appropriately stocked and available.
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 coordinate multiple priorities, schedules, activities, and operational needs.
3. Ability to exercise sound judgment, take initiative, solve problems, and work independently while maintaining effective communication with management and other staff.
4. Ability to effectively address customer concerns, manage difficult interactions, and de-escalate challenging situations while maintaining professionalism.
5. Knowledge of workforce programs, community resources, and partner services, with the ability to appropriately connect customers to available services and resources.
6. Knowledge of local labor market conditions, job-search strategies, and employment resources preferred.
7. Proficiency with Microsoft Office applications and the ability to learn and effectively use other technology required to perform assigned duties. Experience with Employ Florida preferred.
8. Ability to identify operational or service-delivery concerns, communicate issues effectively, and recommend appropriate solutions or improvements.
9. Must possess and maintain a valid driver’s license with a clean driving record.
10. Required to obtain 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 extensive in-person customer contact experience OR
2. High School Diploma and three (3) years 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 and mobile technology equipment, including computers, routers phones, printers, scanners, and fax machines. The position performs work both inside the mobile unit and at various community locations and events and may be exposed to varying weather and environmental conditions during mobile unit setup, operation, and service delivery.

Position may require extended hours including evenings and weekends. The noise level in the work environment is usually moderate.

TRAVEL REQUIREMENTS

Generally, travel requirements of more than 75%.  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 Mobile Services Coordinator. 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).

Employee recognizes that, albeit highly rewarding, this position is fast-paced, ever-changing, and moderately stressful.

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