Retention Specialist

TEAM PURPOSE

Supports CareerSource Palm Beach County’s mission by ensuring effective engagement and retention of program participants through proactive follow-ups, personalized support, and consistent communication. The Retention Specialist plays a critical role in understanding the customer experience and addressing barriers to successful participation and completion of workforce programs.

POSITION SUMMARY

The Retention Specialist is responsible for conducting ongoing follow-ups, retention outreach, and one-on-one customer surveys across multiple programs to support continued engagement and successful outcomes. This role uses human-centered design and communication tools to assess customer satisfaction, identify barriers, and provide support or referrals as needed. The specialist tracks retention metrics and collaborates with internal teams to improve customer experiences and outcomes.

MAJOR RESPONSIBILITIES

• Conducts structured and timely follow-ups with customers across programs such as WIOA, WTP, SNAP, RESEA, NDWG, and Special Projects.

• Administers one-on-one surveys to collect customer feedback and document barriers or support needs.

• Tracks retention and engagement metrics in systems such as Employ Florida, OSST, etc.

• Identifies trends and customer needs and reports findings to supervisors and program leads.

• Coordinates with program staff to ensure follow-through on needed supports.

• Maintains accurate and timely documentation of all follow-up and survey activities.

• Supports quality assurance efforts by sharing customer feedback and assists with continuous improvement strategies.

• Utilizes a human-centered approach to communication and customer service.

• Performs other related duties as assigned.

An employee must be able to perform the essential functions of the job with or without reasonable accommodation.

KNOWLEDGE, SKILLS, QUALIFICATIONS

• High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.

• Minimum 2 years of customer service or case management experience.

• Experience in workforce development or social service programs preferred.

• Strong written and verbal communication skills.

• Ability to use technology tools including Microsoft Office.

• Experience conducting interviews or customer feedback sessions.

COMPETENCIES/ABILITIES

Customer Focus: Demonstrates a commitment to understanding and meeting customer needs.

Listening: Listens actively and attentively to understand customer perspectives and respond appropriately.

Written Communication: Effectively conveys information in writing using appropriate tone and structure.

Organization Skills: Prioritizes tasks and manages time efficiently to meet deadlines.

Interpersonal Savvy: Builds effective relationships with coworkers, customers, and stakeholders.

KEY JOB BEHAVIORS

Support: Collaborates effectively with coworkers and management. Promotes service excellence by fostering a cooperative and respectful work environment.

Customer Service: Consistently demonstrates empathy, professionalism, and responsiveness to customer needs. Takes initiative to resolve concerns and exceed expectations.

Communication: Communicates clearly and respectfully in both verbal and written formats. Actively listens, builds rapport, and adjusts communication style for different audiences.

Effectiveness: Reliably completes tasks and meets deadlines. Demonstrates strong follow-through and prioritizes work effectively to support team and customer outcomes.

Job Knowledge: Applies knowledge and skills effectively in daily tasks. Strives to increase expertise and ensures accuracy and quality in work products.

TRANSPORTATION

Reliable transportation and the ability to travel in personal or commercial vehicles as required to accomplish assigned duties. If traveling in your personally owned vehicle, valid vehicle insurance is required.

WORK ENVIRONMENT

The working conditions are typical of a professional office environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to stand; walk; sit; climb or balance; and stoop, kneel, crouch or crawl; and talk or hear. The employee may occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to perform the major responsibilities unaided or with the assistance of a reasonable accommodation.

OTHER DUTIES

Please note this job description is not designed to cover or contain a complete listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time.

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