Membership Desk / Customer Service Representative

Lawrence, MA
Full Time
Workforce Development
Entry Level

Job Summary:

The Customer Service Representative (CSR) is the initial contact that career center customers encounter. As such, the individual in this position provides services to engage customers in career center services in a welcoming manner both at the Membership Desk and in the Resource Room. At the Membership Desk, the CSR greets career center customers in person and by phone; provides information about career center services; conducts a pre-assessment of customers' needs and expectations; provides direction to the appropriate services; and assists with membership registration and the scheduling of services. In the Resource Room, the CSR assists customers to use computers, equipment, and other resources intended to support occupational exploration and research and job search. The CSR enters customer information and services in the Massachusetts One Stop Employment System (MOSES) and schedules appointments in the WellSky application. 

Essential Functions/Key Responsibilities: 

  • Assist new customers with membership registration process. 
  • Conduct pre-assessment and triage and connect customer to next steps. 
  • Send electronic event invitations to customers for virtual career center services. 
  • Make customer appointments with staff utilizing appointment-scheduling software. 
  • Register customers for workshops and events. 
  • Outreach customers referred for services. 
  • Compile and enter data obtained through sign-in logs, MOSES system, etc. to track customer use of all Career Center services. 
  • Collect eligibility documentation as needed. 
  • Connect employers to Business Services Representatives. 
  • Connect customers with partner on-site agency representatives. 
  • Answers questions from the general public, business community, partners of the Career Center, local schools, and agencies. 
  • Use computers for database management, spreadsheets, word processing, and graphic programs 
  • Operate equipment such as, telephones with voicemail capabilities, printers, copiers/scanners and facsimile machines. 
  • Work as part of an administrative information system team to service customers. Prepares tracking reports as necessary. 
  • Attend staff training, regional and statewide meetings as required. 
  • Respond to requests of Directors, Managers, and other Career Center staff. 
  • Must complete a CORT & SORT background check within the first thirty (30) days of employment. 
  • All other duties as assigned.

Skills & Qualifications: 

  • Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in work, or (B) any equivalent combination of the required experience and the substitutions below. 
  • Diploma as evidence of graduation from the commercial or business course of a recognized high school or vocational/technical high school may be substituted for a maximum of one year of the required experience. 
  • A diploma as evidence of graduation from a course other than the commercial or business course of a recognized high school or vocational/technical high school or possession of a Massachusetts high school equivalency certificate may be substituted for a maximum of eight months of the required experience. 
  • A diploma for completion of a two-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of two years of the required experience. 
  • Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed. 
  • Must have the ability to travel between locations, meetings, and conferences as needed. Nights and Saturday hours may be required. 
  • Knowledge of computerized human resources information systems  
  • Bilingual Fluency - English/Spanish 
  • Experience working with and supporting a culturally diverse population Strong customer service skills.
  • Strong written and verbal communication skills 
  • Fluency using computers and working in a Windows environment.
  • Must demonstrate good people skills, strong problem-solving skills.
  • Ability to work effectively with and meet the needs of people from a diverse range of backgrounds, cultures, and identities, including underserved communities and people from the different racial groups, socioeconomic statuses, nationalities, and languages that make up clientele, to support the agency’s mission of building a more diverse, equitable and inclusive organization for employees and clients alike.

Supervisory Responsibility: None 

Work Environment: This job operates in a professional office environment and uses standard office equipment, such as computers, phones, photocopiers, filing cabinets, and fax machines. This job regularly requires the employee to sit, walk, and stand, as well as use hands repetitively to handle or operate standard office equipment. The employee is occasionally required to kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. 

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