JOB TITLE: Customer Service Representative (Bilingual Spanish-English)
DIVISION: Adult Services
DEPARTMENT: Detroit at Work Career Center
LOCATION: 9301 Michigan Avenue, Detroit, MI 48210
REPORTS TO: Center Manager
FLSA STATUS: Non-Exempt/Hourly
CLASSIFICATION: Part-Time Regular (Up to 25 hours per week)
APPROVED DATE: 2/14/2024
JOB SUMMARY: Serves as the first point of contact for customers. Also, assists in the Resource Room and with office support functions.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Answers telephones in a courteous manner and directs the caller to the appropriate staff person. Monitors activity in front lobby, greets customers, provides relevant program information, and refers to appropriate staff person for assistance.Provides objective initial assessment customer’s first contact with the Detroit At Work Career Center.Provides orientation to customers on Career Center services. Assist customers in the Resource Room with general job search activities. Shows interest and concern for all customers, treating them with respect and care.Uses personal computer to make input into automated reporting system. Assists staff in completing documents accurately and expeditiously.Assists other Center staff with various office support functions. Operates fax, copier and telephone system. Types memos, reports, and other materials.Maintains detailed participant records in compliance with policies and procedures. Maintains organized and efficient filing system.Assists in maintaining inventory of center supplies and materials.Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES: None
JOB QUALIFICATIONS:
Associate degree preferred; high school diploma or GED certificate required.Three years of customer service experience.General knowledge of Detroit At Work Career Center services and programs.Mental ability to handle pressures related to performing multiple tasks requiring concentration and attention to detail with frequent disruptions due to people and/or telephone calls Ability to deal with multiple individuals from diverse backgrounds and varying levels of need.Knowledge of relevant office equipment and to input basic data into personal computer.Ability to interact with customers in a positive and productive manner.Ability to prepare routine reports, files records correctly, and type materials neatly and accurately.Ability to effectively read and interpret written procedures.Excellent written and verbal communications skills.Bilingual language skills (English/Spanish) required.Must be willing to work a flexible schedule and be able to sit for extended periods of time.PHYSICAL DEMANDS: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the duties of this job, the employee is regularly required to see, talk and hear. The employee is frequently required to stand, walk, sit for extended periods of time, and have sufficient hand, arm, and finger dexterity to operate a phone, computer keyboard, and other office equipment. Must be able to lift a minimum of 10 pounds.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. - This job operates in a normal school environment with a noise level, which is at times, moderately loud with little discomfort due to noise, dirt, dust and the like. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Equal Opportunity Employer
This job description is intended to describe the general nature and level of work being performed by a person assigned to this job. It is not to be construed as an exhaustive list of all job duties and responsibilities that may be performed by a person so classified. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.
Read LessSER CORPORATION
JOB DESCRIPTION
JOB TITLE: Program Services Manager
DIVISION: Adult Services
DEPARTMENT: Center for Working Families (CWF - Financial Literacy Program) & ReBuild Detroit (RBD - Building Trades Apprenticeship Readiness Program)
LOCATION: 9301 Michigan Avenue
REPORTS TO: Sr. Assistant Vice President - Adult Services & Regional Director
FLSA STATUS: Exempt/Salaried
CLASSIFICATION: Full-Time Regular
APPROVED DATE: 7/6/2023
JOB SUMMARY: Responsible for the day-to-day operations of program activities.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Assists in managing the day-to-day activities related to assigned programs. Trains and supervises subordinate staff.Assists with the evaluation of employee performance and handles employee relations issues. Provides technical support and advice in all matters related to customer assessment, eligibility, supportive services, and strategies that address the customer’s removal of barriers to employment.Assists in the development and implementation of the program goals, systems, policies, and procedures.Compiles program statistics and prepares related performance and progress reports for management.Assures that the implementation of service plans to meet customer needs are carried out efficiently, effectively, and according to policies and regulations.Works with representatives of the Department of Health and Human Services (DHHS), Friend of the Court, Department of Corrections, and/or other agencies to ensure that the needs of the participant are addressed.Assists in ensuring the program goals and objectives are met as specified by funding sources and the Corporation. Reports to supervisor on program progress and matters of concern; implements corrective plans of action as determined necessary.Meets with staff on a regular basis to discuss program participant progress, concerns or other related issues.Identifies problem areas and service gaps and makes recommendations to management on policy and procedure changes.Uses personal computer to retrieve customer MIS activity reports. Develops reporting mechanisms to ensure that performance is accurately represented.Audits participant records and files to ensure compliance with corporate standards and funding source requirements.Contributes to the team effort by performing other duties as assigned.
SUPERVISORY RESPONSIBILITIES: YES
JOB QUALIFICATIONS:
Bachelor’s degree in business administration, employment, training or human services. Minimum of four years of management experience in employment, training or human services. Knowledge of federal, state and local regulations affecting program operations.Bilingual language skills in English/Spanish required.Supervisory skills necessary to effectively manage the daily operations and administration of assigned program.Interpersonal skills necessary to effectively communicate with all levels of staff, program participants, funding partners and community agencies. Attends public/community events as necessary to promote initiatives and meets in person with relevant employers, unions, and funding sources to promote the programs.Valid Michigan driver’s license. Incumbent must also have reliable means of transportation to travel to various locations outside of the office.Mental ability to handle pressures related to meeting deadlines, problem solving, coordinating multiple initiatives and fulfilling contract requirements. Evening and/or weekend work hours may be occasionally required.
PHYSICAL REQUIREMENTS: This is partially active role and the employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this job, the employee is regularly required to walk, sit, and frequently use hands and to talk or hear. Some sedentary work and filing may be required. This would require the ability to sit for extended period of time, lift files, open filing cabinets and bend or stand as necessary.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job operates in a normal office environment with little discomfort due to noise, dirt, dust and the like. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Equal Opportunity Employer
This job description is intended to describe the general nature and level of work being performed by a person assigned to this job. It is not to be construed as an exhaustive list of all job duties and responsibilities that may be performed by a person so classified. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.
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