JOB SUMMARY:

The Lead, Customer Solutions is responsible for the efficient and effective delivery of workforce services in the Resource Room and assists with supervising workforce staff. Emphasizes customer service and accountability to achieve performance targets. May provide direct services to jobseekers and customers as needed.

ESSENTIAL FUNCTIONS:

• Prioritizes assignments, recognizes the need to adjust or adapt service delivery and acts to meet the needs of center customers.
• Ensures compliance with workforce development requirements and that resources and materials are used appropriately for the benefit of the customers. Ensures workforce customers are seen in a timely manner and provides accurate information for customers to make informed choices.
• Assists the Customer Solutions Supervisor with daily operations of the career center Resource Room and related workforce activities.
• Ensures that workforce services are delivered in a timely manner and that staff follow the policies, procedures and principles set forth by Workforce Solutions/C2 GPS.
• Monitors customer flow and staffing to ensure appropriate and timely provision of services.
• Assesses staff for professional development and informs the Career Center Manager of challenges and training needs; coaches staff and provides training to achieve customer service standards. 
• Consistently monitors staff performance levels and develops corrective plans as necessary. Prepares disciplinary action documents (disciplinary reports, performance improvement plans, etc.) with supervisor/center manager, provides recommendations and gathers support documentation.
• Responsible for interviewing and making hiring recommendations of staff.
• Ensures effective training for new staff and may mentor new hires during their introductory period.
• Performs other related duties as assigned.

REQUIRED SKILLS/ABILITIES:

• Familiarity with the communities being served, knowledge and understanding of local needs and resources. Including basic knowledge of cultural and environmental factors affecting disadvantaged groups; basic knowledge of availability of community resources that families can access.
• Knowledge of word processing, spreadsheet, technology, and computer skills.
• Exceptional customer service and interpersonal skills.
• Can effectively handle or resolve stressful or challenging situations with difficult customers. 
• Is sensitive to customer needs and feelings and demonstrates concern for others.
• Excellent problem-solving and critical thinking skills, organizational skill, and detail oriented.
• Excellent verbal and written communication skills.
• Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the public.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED Required.
• Undergraduate degree from an accredited university or college in a relevant field of study preferred.
• Additional relevant experience may be considered in lieu of required education.
• Valid driver’s license and proof of insurance with good driving record.
• Bilingual in English and Spanish strongly preferred.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Physical requirements include lifting to 10 pounds occasionally. Subject to standing, sitting, bending, and walking to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. Occasional driving and travel may be required. Flexible hours may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPANY OVERVIEW:                              

C2 Global Professional Services (C2 GPS) is leading the charge in innovative workforce and career services, making a real impact in Texas, Florida, and communities across Southern Nevada. Known for our exceptional customer service, we pride ourselves on forging strong relationships within our local communities and empowering job seekers to land meaningful roles and advance their careers. 

At C2 GPS, our core values of Respect, Communication, Customer Engagement, and Ingenuity are at the heart of everything we do. We strive for excellence that sets us apart from the competition. As we experience rapid growth, our services reach across multiple counties in Texas, Florida, and Southern Nevada, demonstrating our commitment to making a difference. 

Our guiding principle is clear: to navigate the complex landscape of workforce development, our passionate team members provide unparalleled customer service and actively support the communities where we live and work. 

Join a team of talented professionals dedicated to transforming lives for the better. Not only will you collaborate with a passionate and committed group, but you’ll also gain access to a competitive benefits plan that enhances your work-life balance. Let’s make a difference together! 

EEO/AA 

C2 Global Professional Services, LLC reaffirms its commitment to the principles of equal opportunity and diversity. Our policy prohibits employment decisions based on race, color, religion, sex, gender, gender identity, sexual orientation, ancestry, pregnancy, medical condition, age, marital status, national origin, citizenship status, disability, genetic information, veteran status, or any other protected status in accordance with the requirements of all federal, state, and local laws.  

Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Employment decisions can include hiring, firing, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions will be made based on individual skills, knowledge, abilities, job performance, and other appropriate qualifications. 

JOB CODE: TAR - 8810N1-2-LCS