Career Readiness/Customer Experience Specialist

LOCATION

This position is located at our West Career Center at 1085 S. Main Street, Belle Glade, FL 33430.

TEAM PURPOSE

To empower and equip job seekers with the skills, confidence, and tools they need to secure and maintain meaningful employment. Through personalized coaching and practical skill-building, this team helps job seekers develop strong resumes, master interview techniques, and refine job search strategies.

POSITION SUMMARY

The Career Readiness & Customer Experience Specialist plays a dual role focused on guiding program participants through career preparation while delivering a consistent, high-quality service experience. This role works closely with enrolled individuals to build employability skills, navigate training or job placement services, and maintain a participant-centered approach that aligns with the agency’s workforce development goals.

MAJOR RESPONSIBILITIES

Participant Engagement & Career Readiness

• Provides resume development with a strengths-based approach.
• Assists with interview coaching and mock interviews.
• Provides job search assistance and navigation.
• Uses confidence-building and career coaching techniques.
• Assigns and supports applicable workplace readiness training.
• Facilitate or co-lead workshops and group sessions focused on job readiness, digital literacy, and career navigation.
• Help participants access and understand digital tools and systems used in job search and training.
• Follows up on job seeker progress and documents activities in system of record.

Customer Experience & Navigation

· Respond to participant inquiries via phone, email, and in person with empathy, accuracy, and timeliness.

· Resolve concerns and service barriers in a supportive, solutions-oriented manner.

· Promote a positive and consistent customer experience across all service touchpoints.

· Identify service flow challenges or participant feedback and share suggestions to improve the experience.

Case Documentation & Program Compliance

· Maintain thorough, timely case notes and documentation in workforce data systems.

· Track participant progress toward employment, training milestones, and program goals.

· Ensure compliance with documentation and service delivery standards required by funding sources and policies.

· Protect participant confidentiality and maintain data integrity at all times.

Collaboration & Outreach

· Work closely with internal staff, employers, and community partners to coordinate services and support successful employment outcomes.

· Participate in program events, orientations, hiring fairs, or outreach activities as needed.

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 in human services, business, or related field preferred.
• Experience in workforce development, career services, customer experience, or human-centered programming preferred.
• Familiarity with workforce programs, labor market trends, and employment barriers.
• Strong communication, coaching, and relationship-building skills.
• Proficiency in using case management systems and office software.

COMPETENCIES/ABILITIES

Coaching: Provides individualized guidance to help job seekers improve resumes, interview skills, and job search strategies.

Building Confidence: Encourages and supports individuals in identifying strengths and overcoming self-doubt.

Presentation Skills: Delivers engaging training sessions on job readiness topics.

Motivating Others: Inspires job seekers to take ownership of their employment journey.

Creativity: Offers personalized, adaptable strategies to meet the unique needs of each job seeker.

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.