Resource Center Customer Support

Job Title: Resource Center Customer Support

Hiring Range Based on Education and Experience: $18.90/hour - $21.00/hour

($34,398 to $38,220 annually)

POSITION OVERVIEW:

The Resource Center Operations Assistant is a friendly and patient member of the CNY Works team that supports customers with basic resume writing skills, job searches, online application support, and other basic to intermediate technology help as needed including but not limited to connecting customers to the UI support line via the Resource Center telephones, creating and accessing customer email accounts, supporting customers with photocopying, and faxing documents as necessary.

ESSENTIAL FUNCTIONS:

Approach, warmly greet, and offer assistance to all customers using Resource Center

technology within the first 5 minutes of their entry into the room. Provide individualized assistance with job search strategies, online job boards such as Indeed, application submissions, and email communication. Review, edit, and format basic resumes and cover letters. Teach best practices for tailoring documents to job postings. Teach customers how to use computers, email, web browsers, Microsoft Word, and basic online career support searches. Deliver short workshops and drop-in sessions. Assist customers with adaptive technology equipment as needed. Help customers access community partner resources, training programs, and employer listings. Maintain up-to-date referral information. Assist customers in gaining access only to filing for unemployment insurance online ensuring the customer completes all required information. Assist customers with using the Resource Center telephones to contact the NYSDOL UI elevated claims division. Ensure all customer interactions and services provided are timely entered into the One Stop Operating System (OSOS) to allow for programmatic metrics and Resource Center utilization reports to the Board of Directors. Provide coverage support to the CNY Works reception desk during staff lunches, unscheduled absences, and time off. Submit tickets to Function One as needed for IT technical issues or concerns. Ensure customers adhere to the Resource Center usage guidelines including no food, drink, or cellphone use in the room. Other duties and essential functions as assigned.

QUALIFICATION STANDARDS:

High School degree or equivalent; associates degree or relevant certification, career advising, resume writing, and/or job placement knowledge preferred. One to two years of experience in customer service, workforce development, or computer logistics, or any combination of experience and training which enables the performance of the essential job functions. Must be comfortable using Windows and MS Word, web browsers, email, and common office applications and technology. Demonstrated basic working knowledge of resume, cover letter, and application essentials, or workforce development, community-based organization and related services experience is highly desirable. Attention to detail, impeccable organizational skills, and patience are critical attributes, including a high level of written and oral communication skills. Strong organization, communication, and interpersonal skills. Excellent oral, written and presentation skills. Excellent time management skills.

[email protected] and notate Resource Center Customer Support in the subject line.