Full Time - Onsite

1010 Harrison Ave. Boston Ma 02119

SUMMARY:

The Customer Service Specialist (CSS) staffs the resource room and provides direct assistance to customers seeking employment-related services and training. Provides information to customers on available programs, resources, workshops, and other services. Assists customers with accessing available tools and resources. Responds to calls and emails and follows-up with customers on employment information and surveys.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The requirements listed below are representative of the essential duties required of the Customer Service Specialist position.

• Provides information to customers on Goodwill Boston Career Center programs, resources, workshops, and other services.

• Maintains up-to-date knowledge and familiarity with services and programs.

• Provides assistance to customers on the use of technology in resume preparation, job search, Internet browsing and email applications.
• Answers phones, schedules appointments, and enters member registrations, as necessary.

• Assists with on-site recruitment events, job fairs and other employer engagements.
• Process member satisfaction surveys and outreaches to customers for information on employment.
• Monitors and maintains Resource Room area, ensuring customers have access to accurate, appropriate information and functional equipment in an organized space.
• Troubleshoots problems related to equipment use and/or Internet browsing.
• Operates a variety of office equipment including personal computer, copy machine, and fax machine.
• Exercises good judgement, discretion, confidentiality, and sensitivity.
• Performs duties in accordance with Goodwill’s standard policies and procedures.
• Other duties as assigned.

LEVEL OF RESPONSIBILITY

• Employee works under general supervision.
• Employee makes decisions within clearly prescribed areas referring matters that fall outside that area to others.

• Employee recommends actions and alternatives to supervisor and others.
• Advises members on proper use of career center services.

SUPERVISORY RESPONSIBILITIES

• Does not have any supervisory responsibilities.

QUALIFICATION REQUIREMENTS:

• High School or General Equivalency Diploma (GED) required.
• Minimum one (1) year of experience working in a comparable role.
• Strong communication skills.
• Possess active listening and response skills for interacting with customers, business partners and staff.
• Must have excellent organizational, time-management, and problem-solving skills.
• Ability to efficiently prioritize and multi-task.
• Exceptional interpersonal and customer service skills.
• Proficiency in Microsoft Office, particularly Word and Excel.
• Bilingual (Spanish, Haitian Creole) a plus.
• Satisfactory results of all required background checks according to Goodwill policy.

WORKING CONDITIONS AND PHYSICAL EFFORT

The work environment characteristics described here are representative of those a Customer Service Specialist encounters while performing the essential functions of this job.

Physical Demands/Efforts

• Must be able to sit for prolonged periods of time working on a computer.

• Work performed is typically sedentary with occasional periods of walking and standing.
• May require stooping, kneeling, crouching, reaching.

• Utilizes finger dexterity to perform computer operations, handle or feel objects, tools, or controls.
• May be required to lift or move up to twenty (20) pounds at times.

Mental & Visual Demands

• Significant level of mental concentration required to manage multiple complex tasks.
• Work requires frequent visual effort for extended periods of time.
• Specific vision abilities required include close vision, distance vision, and peripheral vision.

Work Environment and Hazards

• Working environment is typical of an office setting and the noise level is usually moderate.
• Absence of hazards.

AMERICANS WITH DISABILITIES ACT

Morgan Memorial Goodwill Industries, Inc. complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

QUALIFICATION REQUIREMENTS: • High School or General Equivalency Diploma (GED) and one year of related experience required, two years preferred. • Demonstrated customer service experience dealing with a general public required. • Excellent time management skills; evening, special on-site and off-site events coverage required. • Excellent organizational skills; ability to efficiently prioritize and multi-task. • Must exhibit proven experience in exercising good judgment & appropriate problem solving. • Must possess active listening & response skills in interacting with customers, visitors and staff. • Must be culturally sensitive to customers and able to work collaboratively with all staff. • Bilingual English/Spanish/French desired. • Requires acceptable results of CORI check according to Goodwill policy and requirements.