Overview
We're looking for an outgoing and dedicated individual to join our Resource Center as a Customer Support Associate, where your passion for helping others will make a meaningful difference in their lives. A commitment to fostering positive interactions with youth and adults, including individuals from underserved populations and communities, individuals with criminal backgrounds, and individuals with disabilities, is important. The Resource Center Customer Support Associate serves as the first point of contact in our resource center for customers seeking help with employment and workforce-related services. This position provides friendly, patient, and individualized support to job seekers by assisting with resume and cover letter development, online job searches, online employment applications, and access to workforce resources such as photocopying and faxing. The associate creates a welcoming environment, helps customers navigate technology, and connects individuals to appropriate community and workforce support services as needed. This role requires exceptional customer service skills, the ability to de-escalate difficult situations, and a commitment to helping customers achieve their employment goals.
Responsibilities
· Approach, warmly greet, and offer assistance to all customers using Resource Center technology within the first 5 minutes of their entry into the room.
· Provide individualized assistance with job search strategies, online job boards such as Indeed, application submissions, and email communication.
· Review, edit, and format basic resumes and cover letters. Teach best practices for tailoring documents to job postings.
· Teach customers how to use computers, email, web browsers, Microsoft Word, and basic online career support searches. Deliver short workshops and drop-in sessions.
· Assist customers with adaptive technology equipment as needed.
· Help customers access community partner resources, training programs, and employer listings. Maintain up-to-date referral information.
· Assist customers in gaining access only to filing for unemployment insurance online ensuring the customer completes all required information.
· Assist customers with using the Resource Center telephones to contact the NYSDOL UI elevated claims division.
· Ensure all customer interactions and services provided are timely entered into the One Stop Operating System (OSOS) to allow for programmatic metrics and Resource Center utilization reports to the Board of Directors.
· Provide coverage support to the CNY Works reception desk during staff lunches, unscheduled absences, and time off.
· Submit tickets to IT as needed for technical issues or concerns.
· Ensure customers adhere to the Resource Center usage guidelines including no food or drink in the room, no inappropriate use of the computers, and no cellphone use or loud and disruptive conversations.
Other duties and essential functions as assigned.
CNY Works is an equal opportunity employer.
Pay: $19.00 - $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Education:
Experience:
- customer service: 2 years (Preferred)
Work Location: In person
