Under the direction of the Career Center Services Manager - Detroit at Work, the Customer Service
Representative is responsible for serving as the first point of contact for customers. Also, assists in the
Resource Room and with office support functions.

MISSION STATEMENT
Co-creating independence and dignity through the power of personal and workforce development.
DUTIES AND RESPONSIBILITIES:
1. Answers telephones in a courteous manner and directs the caller to the appropriate staff person.
2. Monitors activity in front lobby, greets customers, provides relevant program information, and refers to
appropriate staff person for assistance.
3. Provides objective initial assessment customer’s first contact with the One Stop.
4. Provides orientation to customers on One Stop services.
5. Assist customers in the Resource Room with general job search activities.
6. Shows interest and concern for all customers, treating them with respect and care.
7. Uses personal computer to make input into automated reporting system. Assists staff in completing
documents accurately and expeditiously.
8. Assists other Center staff with various office support functions. Operates fax, copier and telephone
system. Types memos, reports, and other materials.
9. Maintains detailed participant records in compliance with policies and procedures. Maintains organized
and efficient filing system.
10. Assists in maintaining inventory of center supplies and materials.
11. Performs other duties as assigned

EDUCATION: High School Diploma or GED certificate required. Associate
Degree or a combination of education and related experience preferred.
EXPERIENCE: Three years of customer service experience.
KNOWLEDGE/ABILITIES: General knowledge of One Stop Center services and programs.

• Ability to interact with customers in a positive and productive manner.
• Ability to input basic data into personal computer.
• Ability to prepare routine reports, file records correctly, and type materials as requested
• Excellent written and verbal communications skills.

PHYSICAL DEMANDS: Work may require regularly sitting, bending, kneeling and using hands to finger, handle or feel objects or controls. Some lifting may be required up to 25 pounds.
MENTAL DEMANDS: Ability to effectively read and interpret written procedures.
Mental ability to handle pressures related to performing multiple tasks requiring concentration and attention to detail with frequent disruptions due to people and/or telephone calls. Interpersonal skills necessary to effectively communicate with staff and customers. Ability to deal with multiple individuals from diverse backgrounds and varying levels of need.
MACHINES/EQUIPMENT: Knowledge of relevant computer office equipment, software and program reporting. Experience in case management software preferred.
WORKING CONDITIONS: Physical ability to frequently sit for prolonged periods of time.
OTHER REQUIREMENTS: Must possess and provide a valid Michigan Driver’s License.
Must also have reliable means of transportation to travel to various locations outside of the office. Must be willing to work a flexible schedule