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Customer Service Representative (Worksource)

#17-1102

LOCATION: Employment Services, Opportunity Place, Seattle

DESCRIPTION:

The Customer Services Representative provides program information and referral regarding WorkSource Affiliate Downtown Seattle (WSADS) services, coordination of the WSADS job bank, and administrative support for employment services staff. This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principals of antiracism and grounding those principles in everyday work are required job skills and core values. As an equal opportunity employer, we highly encourage people of color to apply.

RESPONSIBILITIES:

Program Information and Referral

  • Answers department phones
  • Receives general public and clients and provides them with program information
  • Refers clients and job seekers to appropriate Employment Service and Learning Center programs and staff members

Job Bank Coordination

  • Processes and maintains daily job announcements
  • Assists general public with basic computer questions and other job bank needs
  • Updates and maintain job bank bulletin board and other information
  • Serves as resource person for classes or presentations
  • Maintains supplies for job bank and training room
  • Prepares training room for meetings and classes according to special instructions
  • Coordinates supplies, and program handouts for training room
  • Signs clients in/out for trainings
  • Distributes and maintains records for YWCA Working Wardrobe clothing vouchers
  • Monitors facility use by general public and enforces facility use policies

Staff Support

  • Performs photocopying and faxing
  • Word processes and distributes notices, memos, and announcements
  • Distributes mail and faxes\
  • Incorporate the YWCA’s Social Justice Initiative by understanding how racism, sexism, classism and other oppressions intersect and are embedded in institutions.
  • Continue search for understanding of racial, gender and class equity.
  • Adhere to all Volunteer Services protocol relative to volunteer usage, recognition and monitoring.
  • Assure that clients, residents, staff, volunteers and community partners are treated with respect and dignity regardless of race, ethnic background, gender or socioeconomic background.

QUALIFICATIONS & COMPETENCIES: To be employed in this job, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Training in customer service and office administration skills desired
  • One year of customer service and office administration required
  • Microsoft Windows, Word, Excel, and Access and E-mail
  • Internet job search
  • Sensitivity to the needs of clients who are homeless, low income, limited English speaking, or impacted by domestic violence, substance abuse, or other barriers to employment
  • Commitment to diversity and ability to work well with diverse family styles and multi-ethnic populations
  • Working well as part of a team, with a positive customer service orientation
  • Oral and interpersonal skills
  • Maintaining a calm, caring, and professional demeanor in working with the clients, staff, the public, and WSADS guests
  • Creativity in problem-solving, decision making and negotiating solutions and agreements
  • Organizing and prioritizing workload and managing workload to meet deadlines
  • Performing multiple tasks simultaneously.
  • Accuracy and attention to detail
  • Ability to learn and operate office equipment
  • Experience working with communities of color and people from different cultures.
  • Demonstrated understanding of the intersection of racism and poverty
  • Core competencies expected: Fostering Diversity, Race & Social Justice Advocacy, Customer Service, Communication (Written & Verbal), Collaboration, Teamwork

PHYSICAL DEMANDS OF THIS JOB: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In performing this job, the employee:

  • Continuously uses speech and hearing abilities in exchanging information with clients, agency staff, employers, representatives of community organizations and other individuals in the community
  • Frequently sits for extended periods while performing desktop activities
  • Frequently stands and walks in performing duties in the office
  • Repetitively uses hands and wrists, fingering, handling, grasping, and reaching in using telephones, computers, fax machines and other office equipment and supplies
  • Frequently bends in obtaining files in drawers
  • Occasionally pushes and pulls up to ten pounds

*Continuously = Over 80% of the time * Frequently = 20-80% * Occasionally = Under 20%

HOURS, RATE, BENEFITS:

  • Full time, 40 hours/week
  •  $15.90 per hour or DOE
  • Occasionally involves weekend and night meetings
  • Fair Labor Standards Act (FLSA) Classification: Non-exempt
  • Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday and sick leave plans
  • At the time of hire, employees may choose to voluntarily enroll in the Fidelity 403b Plan. Typically after two years of employment, employees are eligible to participate in the YWCA Retirement Fund.

TO APPLY: Please email your resume and cover letter to aali@ywcaworks.org AND dsmith@ywcaworks.org.   Please include where you found this posting in your application (HR purposes only).

CLOSING DATE: Open until filled.

YWCA Seattle|King|Snohomish is an Equal Opportunity Employer