CareerSource Customer Service Representative II

Minimum Qualifications

High School diploma or equivalent and two (2) years of customer service experience; or any equivalent combination of related training and experience.  Applicants within six months of meeting the minimum education/experience requirement may be considered for trainee status.
Successful completion of all applicable background checks pre-hire and ongoing are required.

Complete Tier One Training and pass the Tier One Certificate Exam within six (6) months of being hired.  Position Summary

This is administrative support work providing customer service to candidates in the CareerSource North Central Florida (NCF) Office of the Alachua County Community and Administrative Services Department. The employee assigned to this classification is responsible for assisting candidates in accessing and utilizing Employ Florida  (EF) to complete job search functions; supporting candidates in completing a full Employ Florida (EF) work registration; assisting with creation of virtual recruiter, resume assistance, accessing Labor Market Information (LMI); supporting candidates to create email accounts; and assisting reemployment claimants with their claiming weeks and/or their application. Work is performed under the direction of a higher level supervisor and is reviewed through conferences, reports, and observation of results obtained.Examples of Duties

This is an emergency essential classification. Upon declaration of a disaster and/or emergency, all employees in this classification are required to work.

Exudes a positive customer service focus. Advocates building organizational culture through aligning decisions with core values including: integrity, honesty, respect, diversity, innovation, accountability and communication. Monitors and coordinates the delivery of customer service. Informs candidates of available services in the office. Supports Welcome Desk activities and tracking of candidate traffic through the Atlas kiosk/Virtual One Stop (VOS) Greeter.
Provides qualifying and appropriate services including resume assistance, labor market information, assessments, interviewing assistance, referral to education, orientation to services, Employ Florida training and support, as well as career counseling.

Documents all referrals, services, and follow-up activities in Employ Florida (EF) in accordance with established Local Operating Procedures.

Engages in information exchange ensuring that job candidates are aware of and know how to access the full menu of reemployment services.  Critiques and reviews job candidate’s resumes as necessary. Assists candidates in accessing and using Labor Market Information (LMI), copiers, fax machines, internet, job search resources, and other tools.  Informs and refers candidates to appropriate resources including: Workshops, Computer Lab services, Online-Learning in Employ Florida (EF), Veteran Services, etc.  Provides and documents a myriad of other Wagner Peyser candidate services in Employ Florida Marketplace (EFM).  Supports other online partner agencies online web application for Department of Children and Families (DCF), reemployment, and other duties as assigned. Supports the Business Services Team as requested; attends team meetings and coordinates activities with other staff.  Provides administrative support including routine administrative duties, special projects, and data analysis projects.  Participates in special events such as job fairs, onsite recruitment, business events as needed on and offsite.  Maintains compliance with all personnel procedures.    Work retail hours and/or hours as assigned.  Performs the duties listed, as well as those assigned, with professionalism and a sense of urgency. NOTE: These examples are intended only as illustrations of the various kinds of work performed in positions allocated to this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. KNOWLEDGE, SKILLS AND ABILITIES Considerable knowledge in computer programs such as Employ Florida, Microsoft Office, and other software programs. Knowledge of local business community. Knowledge of office practices and the operation of office equipment.  Knowledge of effective telephone etiquette. Excellent skill in interpersonal communication, public relations, computer data entry,  Excellent skill in time management and work organization. Skill in communication both oral and written. Skill in telephone and customer service. Skill in basic sales techniques. Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to perform multiple tasks and prioritize workload.  Ability to work independently with little direct supervision or direction. Ability to work effectively with others. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately quiet.

An organization is only as good as the people it employs. To attract and retain the best team possible, the Alachua County Board of County Commissioners offers a competitive benefit program. We believe that if we expect our employees to support the County, we must first support the health and financial well-being of our employees and their families, now and as they plan for their future.BoCC-Contributed Benefits

• Medical/Health Insurance  
• Employee Life Insurance  
• Florida Retirement System  
• Employee Assistance Program

Optional Benefits

• Dental Insurance  
• Vision Insurance
• Supplemental & Dependent Life Insurance
• Deferred Retirement Program
• Flexible Spending Accounts
• Roth IRA
• Tuition Assistance Program
• Computer Purchase Program

NOTE: For detailed information regarding available benefits click here.

You may also view Frequently Asked Questions (FAQs) regarding benefits. 

• FLORIDA RETIREMENT SYSTEM (FRS) The Florida Retirement System is a retirement plan designed to provide an income to a vested employee and his/her family when the employee retires, becomes partially or totally disabled, or dies prior to retirement.  A defined benefit or defined contribution option may be chosen by the employee.
• TUITION ASSISTANCE PROGRAM Permanent, full-time employees are eligible for educational assistance funds. Contact the Human Resources Office for program details.
• HOLIDAYS Holidays are as follows: 

1. New Years Day  
2. Martin Luther King Day  
3. Memorial Day  
4. Juneteenth
5. Independence Day  
6. Labor Day  
7. Veterans' Day  
8. Thanksgiving Day  
9. Friday following Thanksgiving  
10. Christmas Eve (IAFF*)  
11. Christmas Day  
12. Additional Christmas Holiday (All non-IAFF employees)  
13. 2 Floating Holidays  (All non- IAFF employees)

*IAFF – International Association of FirefightersPay periods are every two weeks, Monday through Sunday. Payday is Friday. International Association of Firefighters follow the General Contract 7k regarding holidays.

Vacation Leave – Generous vacation accrual rates with payout of unused accrued leave, with some restrictions. For more detailed information regarding vacation leave refer to Employee Policy Manual, Section 7-2.

Sick leave is earned at a rate of 4 hours per pay period by all permanent, full-time employees*. At the end of each fiscal year, eligible employees can convert up to 10 days of accrued sick leave to vacation leave on a 2:1 basis. For more detailed information regarding sick leave refer to Employee Policy Manual, Section 7-3 *Accruals slightly different for IAFF employee.

$18.25 Hourly