Customer Service Help Desk Specialist 41852
Job Summary
The incumbent provides customer assistance to employers, job seekers, and staff through phone and email communication. The incumbent also provides data analysis and technical support for operations related to MinnesotaWorks.net (MNW) and CareerForceMN.com.
Duties:
1. Respond promptly to customer requests
2. Authorize the approval of qualified employers for registered employer status on MNW and CareerForceMN.com
3. Confirm third-party contacts and companies’ authorization to create a MNW account on behalf of an employer
4. Assist Manager in training and outreach efforts
5. Provide suggestions for website enhancement and participate in website development, maintenance, and testing
6. Complete all Federal Compliance Report requests accurately and timely
Minimum Qualifications
Skill in word processing sufficient to use software programs to create, format, edit, print, and save a variety of documents, including spreadsheets, tables, charts, and graphs
Skill in using spreadsheet applications, such as Microsoft Excel or equivalent software to enter, compute, store, and retrieve data in a variety of reports
Knowledge of English enough to communicate and understand customer questions, detailed instructions and procedures, and respond to requests through telephone, in-person, and email communications
Skills to perform the duties described and work effectively with a variety of individuals with courtesy, tact and sensitivity.
Customer service skills to provide prompt, courteous and accurate information to customers in person, on the phone, through e‐mail and other correspondence
Customer service skills to convey complicated information in an understandable manner as an expert resource for outside agencies and individuals
Preferred Qualifications
Experience performing advanced level administrative support functions
Experience with Microsoft Office products
Experience working in a call-center environment or similar position with high call volume and computer usage
Ability to work independently and use sound judgment, without close supervision
Knowledge of the CareerForce locations and their programs
Organization skills enough to manage workload and time to meet productivity requirements