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Customer Solutions Specialist
Goodwill Industries
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Post Date: Apr 19, 2017
Job Type: Full time
Start Date: - n/a -
Salary: - n/a -
Location: Georgia - Atlanta
Job Reference: - n/a -
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• High school diploma or GED required
• At least two (2) years experience in a high volume customer service environment. Experience working in an outbound call center is preferred.
• Working knowledge of workforce development, microenterprise, employability skills and/or career search practices preferred.
• Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances.
• Must be computer literate and proficient in Microsoft Office Suite and type 50 wpm.
• Strong ability to exercise sound judgment and maintain positive working relationships with a wide variety of organizations and individuals.
• Bilingual skills are a plus.

Job Description:
Responds to incoming and outgoing calls received to the contact center. Responds with information, assistance, or transfers calls to the appropriate person or department. Responsible for recording information on calls and placement calls into a database. Processes and follows the current employment outcomes selling strategy in support of the mission for Goodwill of North Georgia and Career Services.

• Provide callers with information on training programs and services available within Career Services.
• Respond positively and proactively to caller queries and follow up with individual departments as appropriate.
• Performs placement and customer service follow-up calls for Career Services program participants.
• Assists in maintaining and improving contact center operations by monitoring system performance, identifying and resolving problems, and completing system audits.
• Assist with mass e-mail and SMS process in conjunction with Virtual Career Coaches maintaining industry standards and adhering to all communication laws.
• Ensure and maintain accurate documentation. Maintain job seeker placement files and documents according to Career Services policies and procedures.
• Enters customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format.
• Maintains data entry requirements by following data program techniques and procedures.
• Verifies customer and account data by reviewing, correcting, deleting, or reentering data. Combines data from both systems when account information is incomplete. Purges files to eliminate duplicate data.
• Perform contact center activities for all Career Services locations and programs as scheduled.
• Inform supervisor of trends in customer calls.
• Assist with reports and summaries of contact center performance data and trends.
• Ensure that highest quality, individualized services are delivered to customers and program participants with a focus on the mission of Goodwill of North Georgia.
• Maintains customer confidence and protects operations by keeping information confidential.
• Ensure ongoing supportive counseling and crisis intervention as needed by coordinating referrals to and utilization of community resources.
• Takes job orders by obtaining and verifying information from employers or database.
• Maintains contact center database by entering and verifying information and updating the contact log.
• Keeps equipment operational by following established procedures and reporting malfunctions.
• Regularly review and ensure satisfaction of all stakeholders.
• Assist and support data entry specialists as needed.
• Other duties as assigned.

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