Job Description:

POSITION: Full-time Customer Service Representative (Clerk IV) MassHire: This is a full-time benefited, grant-funded position; AFSCME Unit I, Grade 13. This position is 37.5 hours per week, partially remote work schedule, Haverhill MassHire Office.

SUMMARY: The Customer Service Representative (CSR) is the initial contact that career center customers encounter. As such, the individual in this position provides services to engage customers in career center services in a welcoming manner both at the Membership Desk and in the Resource Room. At the Membership Desk, the CSR greets career center customers in person and by phone; provides information about career center services; assists customers and provides direction to the appropriate services; and assists with membership registration and the scheduling of services. In the Resource Room, the CSR assists customers to use computers, equipment, and other resources intended to support occupational exploration and research and job search. The CSR enters customer information and services in the Massachusetts One Stop Employment System (MOSES) and schedules appointments in the WellSky application.

DUTIES AND RESPONSIBILITIES:

• Greet customers in-person and by phone and provide information about MassHire career center services.
• Assist new customers with membership registration process, and triage and connect customer to next steps.
• Send electronic event invitations to customers for virtual career center services.
• Make customer appointments with staff utilizing appointment-scheduling software.
• Register customers for workshops and events.
• Outreach customers referred for services.
• Compile and enter data obtained through sign-in logs, MOSES system, etc. to track customer use of all Career Center services.
• Collect eligibility documentation as needed.
• Connect employers to Business Services Representatives.
• Connect customers with partner on-site agency representatives.
• Answers questions from the general public, business community, partners of the Career Center, local schools, and agencies.
• Use computers for database management, spreadsheets, word processing, and graphic programs.
• Operate office equipment such as, telephones with voicemail capabilities, printers, copiers/scanners and facsimile machines.
• Work as part of an administrative information system team to service customers.
• Prepares tracking reports as necessary.
• Create and maintain customer files.
• Attend staff training, regional and statewide meetings as required.
• Respond to requests of Directors, Managers, and other Career Center staff.
• All other duties as assigned.

The Classification Specification is available at: https://www.mass.edu/shared/classificationspecs/specspers/Clerk Series.doc

Requirements:

MINIMUM QUALIFICATIONS:

Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in office work, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A diploma as evidence of graduation from the commercial or business course of a recognized high school or vocational/technical high school may be substituted for a maximum of one year of the required experience.*

II. A diploma as evidence of graduation from a course other than the commercial or business course of a recognized high school or vocational/technical high school or possession of a Massachusetts high school equivalency certificate may be substituted for a maximum of eight months of the required experience.*

III. A diploma for completion of a one-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of one year of the required experience.*

IV. A diploma for completion of a two-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum of two years of the required experience.*

*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: Educational substitutions will only be permitted for a maximum of two years of the required experience.

• Must have the ability to travel between office locations, meetings, and conferences as needed.
• Nights and Saturday hours may be required.

PREFERRED QUALIFICATIONS:

• Commonwealth of Massachusetts and Department of Higher Education human resources experience
• Experience with an integrated HR/Payroll system like PeopleSoft (HR/CMS)
• Knowledge of computerized human resources information systems
• Bilingual fluency - English/Spanish
• Experience working with and supporting a culturally diverse population
• Strong customer service skills
• Strong written and verbal communication skills
• Fluency using computers and working in a Windows environment
• Must demonstrate good people skills, strong problem solving skills, flexibility, and ability to work as part of a team

BACKGROUND CHECK: Candidates will be required to pass a CORI and SORI check as a condition of employment.

COVID VACCINATION: Candidates for employment should be aware that all Northern Essex Community College students, faculty and staff have been fully vaccinated since January 3, 2022. Accordingly, initial employment is dependent upon receipt and verification of full vaccination status records; details of how to fulfill vaccine record verification requirements will be provided during the hire and onboarding process.

Additional Information:

SALARY: $1,634.66 - $2,214.42 biweekly ($42,501.16- $ 57,574.92 annually). Paygrade 13. An appointment from outside the bargaining unit (AFSCME) must start at Step I of the range. Complete fringe benefit package including competitive health insurance, dental insurance, basic life insurance, long-term disability insurance, paid sick, vacation and personal leave, educational benefits for employee/spouse/dependents, and excellent retirement benefits.

Application Instructions:

TO APPLY: To be considered for this position you must submit a cover letter and resume online.

DEADLINE: June 5, 2022

Northern Essex Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, creed, religion, color, gender, gender identity, sexual orientation, age, disability, genetic information, maternity leave, military service and national origin and any other protected class in its education programs and activities as required by Title IX of the Educational Amendments of 1972, the American with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statues and college policies. The College prohibits sexual harassment, including sexual violence. The following person has been designated to handle inquiries regarding Americans with Disabilities Act, the Rehabilitation Act and related statutes and regulations, Affirmative Action, non-discrimination policies, and Title IX compliance/sexual harassment: Assistant Director of Human Resources, Elizabete Trelegan B-219, 978-556-3928/ etrelegan@necc.mass.edu. Inquiries or complaints concerning discrimination, harassment, retaliation or sexual violence shall be referred to the College's Affirmative Action Officer/Title IX Coordinator, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights.

Prospective employees are encouraged to review the College's Annual Security Report (ASR), in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, which can be found on the disclosure page of the College's website at: http://www.necc.mass.edu/clery