Customer Service Lead

Company Description

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

Job Description

• Responds to business phones including directing callers to appropriate staff, responding to voicemail messages left after hours within 24 hours of receipt, scheduling client appointments and reaching out clients who fail to report for appointments.

• Respond to virtual chat directing chat participants to appropriate resources via referral or direct engagement

• Client follow up via phone, text, email, etc. 72 hours following initial contact.

• Engage with system-wide referral database, creating referrals for a diversity of internal and external partners.

• Manage client information in a specialized database that includes follow-up appointment with 95% accuracy rate and route and close out cases in database within 24 hours. • May perform client outreach duties

• Tracks and reports on customer engagement activities

• Assist with copying, scanning projects as needed, sort and distribute materials as needed

• Assemble informational materials or packets as requested

• Assist with general reports, including data gathering via the computer system, printed reports or other available information

• Duties may vary depending on programmatic areas of assignment

• Assists in scheduling activities

• Conducts additional customer outreach to ensure engagement throughout the service participation processes

• Supports management with scheduling appointments and managing unit calendars

• Other duties as assigned

Qualifications

• High School diploma or General Education Diploma and one to two years clerical and/or customer service experience in an office setting

• Additional education preferred but not required

• Proficient in Microsoft Windows and Office (Word, Excel, PowerPoint)

• Excellent grammar, spelling, and typing skills

• Strong interpersonal skills and the ability to communicate clearly and professionally

• Friendly, professional demeanor on various platforms (in-person, phone, virtual)

• The ability to maintain confidentiality is a must

• Experience in a fast-paced, team environment that is performance driven

• Excellent organizational skills and strong attention to detail

• Ability to use various electronic systems to carry out duties and responsibilities

• Must interact one-on-one and in groups with individuals from a diverse range of backgrounds

• Ability to work independently both in-person and remote with strong reporting requirement on progress

• Valid Driver's License in good standing and proof of current automobile insurance required

Additional Information

All your information will be kept confidential according to EEO guidelines.

Auxiliary aids and services are available upon request to individuals with disabilities.
Relay Texas: 1.800.735.2989 (TDD) 1.800.735.2988 (voice) or 711

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry’s best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry’s best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.