Equus Hiring for CUSTOMER SERVICE REPRESENTATIVE at Midland, TX  Full Time

Job Locations

US-TX-MIDLAND

Equus Workforce Solutions

As a Call Center Customer Service Representative, you will answer inbound inquiries from clients in a fast-paced team environment, determine needs and eligibility for a variety of benefit and training programs, and make outbound follow up calls to inquiries as necessary.

Obtains client information by answering telephone calls and emails; making OB calls in response to an inquiry for information; interviewing clients; verifying information.
• Determines eligibility by comparing client information to established guidelines
• Schedules clients for Employment and Training Program Orientations available locally to their area of residence
• Refers clients to third party workforce services providers
• Informs clients by explaining procedures; answering questions; providing information
• Maintains an accurate written record of the transaction following established guidelines
• Maintains communication equipment by reporting problems
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
• Updates job knowledge by studying new programs that become available; participating in employment and training discussions
• Other duties as assigned

Education

• HS Graduate or GED required, some college or undergraduate degree is a plus
• 6 months or more experience in customer service, preferably in a Call Center environment, required
• Workforce or other Human Services experience is a plus

Qualifications

• Strong written and Verbal Communication skills; Phone Skills ; Listening ; Data Entry Skills; People Skills; Informing; Customer Focus; Customer Service; Attention to Detail; Professionalism; Multi-tasking

Travel Requirements

• Minimal Travel

Work Environment And Physical Demands

• Must be able to sit or stand for long periods of time.
• 80% of the day will be spent sitting or standing while talking on the phone

Equus Workforce Solutions,formerly ResCare Workforce Services, is the nation’s leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry’s best practices to work nationwide by focusing on the development, design, and delivery of demand-driven workforce solutions. Assisting over a million job seekers and thousands of employers annually, Equus Workforce Solutions is the most comprehensive workforce development company in the United States. For more information visit https://equusworks.com.

Essential Job Responsibilities:

• Operates as customer service rep and/or front desk receptionist
• Facilitates group job readiness, life skills, or job search training agendas
• Assists job seekers regarding job search strategies and training issues, identifying and working with barriers to employment, professional goal setting and planning
• Demonstrates understanding of target employment sector and career pathways for customers
• Knowledgeable of outside resources, programs and other services for customers
• Provides motivational support to customers during the job search process
• Identifies training needs and helps to ensure appropriate training
• Assists with recruiting for workshops and classes
• Facilitates analysis and constructive critique of resumes/required documentation for effective processing for customer eligibility

Additional Requirements:

• Excellent communication and interpersonal skills
• Strong organizational skills
• Ability to work with culturally diverse populations
• Ability to work across all levels of management and staff
• Proficiency in Microsoft Office Suite, especially Word and Excel
• Extensive standing, sitting, computer, phone, and deskwork required primarily in a defined office environment with specified hours, although flexible hours may be required
• Travel when necessary

Additional Information:
* Ensures the Resource Room is well stocked and maintains a professional appearance * Reviews eligibility documents with job seekers * Conducts group orientation sessions with job seekers * Assists with front desk coverage for breaks, lunches, and time off * Assist with regular scanning and other scanning jobs as necessary * Greet clients, visitors, etc. in a professional manner * Directs customers to appropriate areas and services * Return any voicemail messages left after hours within 24 hours of receipt * May perform client outreach duties * Ensures Customer Tracking tool is utilized and data entry is entered timely and with accuracy * Good grammar, spelling and typing skills * Strong interpersonal skills and the ability to communicate clearly and professionally * The ability to maintain confidentiality is a must * Must have a valid Texas Driver’s License with a clean driving record * Must have valid vehicle insurance and be listed as an insured driver * Must have reliable transportation and be willing to travel for work related reasons as needed * At least three years of customer service experience with strong communications skills, as well as experience working in a high-volume work environment * Works well under pressure and within a team concept * Assist with RESEA orientations and RESEA case management * Bilingual a plus * Other duties as assigned

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