CustomerServiceLead

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites. • Responds to business phones including directing callers to appropriate staff, responding to voicemail messages left after hours within 24 hours of receipt, scheduling client appointments and reaching out clients who fail to report for appointments. • Respond to virtual chat directing chat participants to appropriate resources via referral or direct engagement • Client follow up via phone, text, email, etc. 72 hours following initial contact. • Engage with system-wide referral database, creating referrals for a diversity of internal and external partners. • Manage client information in a specialized database that includes follow-up appointment with 95% accuracy rate and route and close out cases in database within 24 hours. • May perform client outreach duties • Tracks and reports on customer engagement activities • Assist with copying, scanning projects as needed, sort and distribute materials as needed • Assemble informational materials or packets as requested • Assist with general reports, including data gathering via the computer system, printed reports or other available information • Duties may vary depending on programmatic areas of assignment • Assists in scheduling activities • Conducts additional customer outreach to ensure engagement throughout the service participation processes • Supports management with scheduling appointments and managing unit calendars • Other duties as assigned ## Qualifications • High School diploma or General Education Diploma and one to two years clerical and/or customer service experience in an office setting • Additional education preferred but not required • Proficient in Microsoft Windows and Office (Word,