Summary: As a Virtual Service Coordinator, you’ll serve as the initial point of contact for in-bound inquires for workforce services across the 13-County Greater-Houston region. Your superior interpersonal and organizational skills, along with your dedication to customer service will be vital to ensuring the satisfaction of Workforce Solutions customers. Applicants should demonstrate effective communication (written and verbal); good judgement, and execution of work plans that drive to the implementation of the Gulf Coast Workforce Board’s new service delivery model and workflow while representing business and jobseeker demands throughout the region.

Key Responsibilities:

• Answer calls, emails, and web chats inquiries in a timely manner.

• Conduct quick assessments of customer needs (e.g., job search, training, childcare, SNAP/TANF/RESEA)

• Schedule appointments using the WAVE system with appropriate staff or program

• Provide general navigation support for WorkInTexas.com and Workforce Solutions programs

• Refer complex or specialized inquiries to the specialized units, such Employer Engagement, Community Engagement, etc.

• Maintain accurate interaction records in WAVE and/or CRM

• Uphold customer service standards with professionalism and empathy

Qualifications:

• Associates degree OR

• Two years customer service experience, preferably in a fast-pace setting

• Bi/Multi-lingual

• Possesses strong customer service skills and the ability to demonstrate compassion and empathy.

• Ability to multitask, handling phone conversations with consumers while accurately entering data in the computer while continuing to focus on the customer. Embraces a culture of customer-centric behavior and innovation critical to success in this role.

• Proficiency in use of computers and Microsoft Office products.

SPECIAL REQUIREMENTS:

• Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within service area.

Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• PHYSICAL DEMANDS: While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
• WORK ENVIRONMENT: Fast-paced, demanding both, physically and mentally, and in constant communication.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.