Workforce Coordinator - Phone-Based Client Services
El Paso County · Slaton, TX
Job description
Job Summary Every day, people connect with the Pikes Peak Workforce Center at a crossroads — job seekers rebuilding after a layoff, veterans transitioning to civilian careers, first-time workers taking their shot. Serving El Paso and Teller Counties, we turn those turning points into launch points, and as our Workforce Coordinator, you'll be the voice that guides them — leading pre-scheduled phone appointments through the state unemployment office, walking clients through the requirements that keep their benefits active, and making sure every customer is met with respect, momentum, and real solutions. Our philosophy is simple: meet people where they are, not where we think they should be. This is phone-forward, calendar-driven work for someone who builds rapport in the first minute of a call and types accurate notes while they talk. You'll manage a full daily schedule of structured appointments, send clear email instructions, upload documents to MyUI+ to keep clients' unemployment claims on track, and coach customers on modern job search tools (AI experience is a plus!) — all while keeping the operational engine running with precise data, reporting, and compliance work behind the scenes. If you deliver exceptional customer service on the phones, embrace new technology, and thrive in a dynamic team environment, we want to meet you. Apply today! Hiring Range: $55,000.00 - $60,870.00 annually This position has an anticipated work schedule of Monday – Friday, 7:45am – 4:45pm, subject to change. Telework eligibility may be considered upon successful completion of a 6-month introductory period and will be limited to one day per week. Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications. Essential Duties/Responsibilities • Answers phones, and greets customers, including job seekers, businesses, board members, elected officials, and visitors: provides excellent customer service with the philosophy of meeting people where they are and not where we think they should be. • Responds to phone, e-mail, texts, and in-person requests for information from internal and external customers and outside agencies. • Maintains complex electronic filing systems and databases with responsibility for the integrity of data collected and entered into the appropriate system to ensure compliance with U.S. Department of Labor and Colorado Department of Labor and Employment rules and regulations. • Complete U.S. Department of Labor or Colorado Department of Labor and Employment grant-specific duties and assignments. May also complete other discretionary grant related activities. • Updates and maintains resource material for internal and external customers and outside agencies. • Composes and writes general correspondence, letters, and memos. Materials may be technical, complex, and confidential in nature. • Performs specialized functions for internal and external departments, community-based organizations, and groups and / or boards, which may be of a complex, technical, or sensitive nature. • Demonstrates the ability to help customers with the latest technology in job searching, resume building, transferable skills matching, labor marketing education, and more to assist with a quality job. • Provides exceptional customer service and technical support in a computer lab customer-driven environment. • Promote the benefits and opportunities available through PPWFC and the available grants and services. • Provides referrals as needed to other PPWFC resources, funding, and appropriate services. • Educate customers and businesses on job development, training, and post-employment services provided by PPWFC. • Identifies required resources and develops an effective customer-focused work plan, conferring with other PPWFC staff members and community-based organizations as appropriate. Serves as administrative or technical support under specific department and/or board-related activity. • Prepares statistical reports from various database systems. Compiles data and documentation for reporting. • Performs monitoring activities, ensuring that federal, state, and local regulations and laws are followed; monitor processes and resolve any problems should they arise. • Coordinates with external and internal businesses, educational institutions, and community-based organizations. • Performs other duties as required. Supervision Exercised: This classification does not have supervisory authority and requires no supervision or direction of others. Supervision Received: Receives intermittent supervision. This classification normally performs the job by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor is expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically. Qualifications Knowledge, Skills & Abilities • Knowledge of and the ability to use artificial intelligence preferred. • A flexible team player with the ability to work successfully in a changing environment. • Interpersonal skills: Awareness of others' reactions, empathy, and understanding. Handle sensitive and confidential situations and information from individuals with all backgrounds, life experiences, ages, ethics, disabilities, and more. • Ability to communicate effectively, both verbally and in writing, with government officials, colleagues, applicants, and the public. Ability to provide excellent customer service. • Ability to remain sensitive to cultural diversity, race, gender, and other individual differences with customers. • Conflict management: Familiarity with taking ownership of the handling of complaints and disputes, showing empathy and understanding to achieve resolution. • Ability to use standard office equipment including computer, fax machine, copier, etc. Proficient in Microsoft Office software: Sharepoint, Word, Excel, PowerPoint, Outlook, texting, etc. • Must be receptive to the adoption and application of new and innovative technologies and technological platforms. • Ability to perform all duties and responsibilities in a timely and effective manner in accordance with Workforce Innovation and Opportunity Act (WIOA), Wagner-Peyser, Workforce Development Board (WDB), discretionary grants, El Paso County and PPWFC policies, programs, and guidelines to achieve the overall objectives of the position. • Maintain regular and punctual attendance. Required Education & Experience • High school diploma or equivalent education. • Three years of experience in customer service, job seeker assistance, or related field. • Associate's degree in a related field may substitute for one year of the required experience. • Bachelor's degree in a related field may substitute for two years of the required experience. Preferred Education & Experience • Two years of experience in working with federal or state grants. • Experienced in working on special, detailed projects either independently or in a group setting. Licenses/Certificates • Must possess and maintain a valid driver's license. Pre-Employment Requirements • Must pass conditional post offer background investigation, motor vehicle record check, and drug screen. Work Conditions Duties are primarily performed in an office environment; some travel may be required. Will be required to work evenings and weekends as business needs dictate. The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department. El Paso County is an E-Verify and Equal Opportunity Employer. El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.
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