Customer Service Representative

Educational Data Systems - Hartford, CT

Full-time

Hartford, CT

Educational Services

About the position

The Customer Service Representative at Educational Data Systems Inc. plays a crucial role in assisting customers at the American Job Center (AJC) by providing various employment and community service products. This position involves engaging with customers both in-person and virtually to ensure they receive the necessary support to achieve their employment goals. The representative is responsible for managing customer interactions, coordinating services, and maintaining a welcoming front desk environment.

Responsibilities

• Communicate with customers in-person and virtually to understand their needs and direct them towards appropriate services
• Cultivate a front desk experience that is warm, engaging, and customer experience focused
• Assist job seekers in CTHires registration and enrollment
• Provide referrals to internal and external programs and record referrals for tracking
• Ensure customers referred meet the suitability for programs
• Manage the front desk at assigned American Job Center, including updating flyers and ensuring the proper operation of technology and other equipment
• Provide overview of available job search resources and workshops
• Schedule appointments for the use of AJC VR Goggles
• Maintain a strong knowledge of all available programs in their respective regional location
• Manage customer calls to the Call Center and track interactions
• Manage future communication methods as they are developed
• Participate in staff meetings and professional development training as assigned
• Provide excellent customer service in person, on the phone, and through email
• Other opportunities as available

Requirements

• Exceptional customer service skills
• Strong verbal and written communication skills
• Knowledge and experience in de-escalation techniques
• Strong emotional intelligence
• The ability to be empathetic to a diverse array of customers
• Experience in the technical writing requirements of workforce development
• Strong computer skills, especially data entry and Microsoft Excel

Nice-to-haves

• Bilingual a plus