Customer Experience Specialist
LOCATION
This position is located at our Central Career Center at 3400 Belvedere Road, West Palm Beach, FL 33406.
TEAM PURPOSE
To create a welcoming, safe, and supportive first point of contact for job seekers. The team ensures every individual feels valued, respected, and empowered by providing clear guidance on available services, assisting with registration, and seamlessly connecting them to their next step.
POSITION SUMMARY
Ensures job seekers have a smooth and positive experience from the moment they arrive, guiding them through available services, and connecting them to the right next step. This role focuses on customer engagement, resolving questions, and ensuring access to services.
MAJOR RESPONSIBILITIES
· Provides a warm, trauma-informed welcome to all walk-in customers.
· Guides customers through available services and resources, explaining next steps clearly.
· Troubleshoots customer concerns (e.g., confusion, frustration, accessibility needs).
· Provides registration support (e.g., account setup, form completion).
· Monitors waiting area to proactively check in on customer needs.
· Collects and logs customer feedback to identify pain points or service gaps.
· Escalates unresolved service issues or barriers to the appropriate team.
· Checks customers in using the appointment or event schedule.
· Notifies appropriate staff when a customer arrives or needs assistance.
· 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 degree preferred.
· One to two years of experience in front-desk, customer service, or reception roles.
· Strong verbal communication and interpersonal skills.
· Ability to de-escalate situations and provide calm, empathetic service.
· Proficient with basic office technology, including scheduling software and email systems.
· Bilingual (English/Spanish or English/Creole) preferred but not required.
COMPETENCIES/ABILITIES
Approachability: Makes others feel at ease; listens attentively and provides clear answers.
Informing: Clearly and concisely explains services, options, and next steps to customers.
Peer Relationships: Works well with colleagues to ensure smooth handoffs and consistent customer experience.
Organizing: Manages lobby and intake activity efficiently, ensuring clear communication and workflow.
Service Orientation: Displays a genuine commitment to helping others succeed in their employment journey.
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.
