Customer Service Specialist - Job Service North Dakota

Minimum Qualifications:

• Requires six years of work experience performing administrative, customer, or employment services duties that involved processing incoming/outgoing information, data-entry, providing information and assistance to customers within an organization that offers a variety of products or services.
• Related college-level course work may be substituted for the work experience requirement on a year-for-year basis.
• Work experience normally includes receiving and analyzing information, determining the available solution(s), assisting or directing customers in implementing and completing necessary steps to resolve issues or satisfy inquiries, performing initial intake and assessment of customer skills, and identify and schedule customers requiring more intensive or specialized services.  
• Internal candidates meet the minimum qualifications for this class if they have completed two years of work as a Customer Service Representative.

Preferred Qualifications:

• The preferred applicant will have:
  • A bachelor’s degree with an emphasis in one of the following areas: Business Administration, Marketing, Public Administration, Communications, Education, Sociology, Psychology, Social Work, Social Science, Human Resources, or Guidance/Counseling. 
  • Microsoft PowerPoint, Excel, and Word experience
  • Experience using Job Service online systems
  • Group presentation experience

Application Procedures:

• Must apply using a signed State of North Dakota Application for Employment (SFN 10950). 
• Application forms are available at any North Dakota Job Service office, http://www.jobsnd.com/ or on the Human Resource Management Services website at http://www.nd.gov/hrms/jobs/appforms.html
• Provide detailed descriptions in each section of the application on how your education, experience, and skills qualify you for this position.
• Supplemental information such as cover letter and resume may be included but the screening and rating will be based on information provided on the State application SFN 10950.      
• Human Resources will rate qualified candidates against an established rating system to evaluate and assign points to the candidate’s knowledge, skills, and abilities in relation to those outlined in the minimum qualifications, preferred skills, and qualifying military service.
• Please call 1-800-247-0989 or 701-774-7900 for instructions, accommodation, or assistance with the application or interview process; Statewide TTY 1-800-366-6888.
• For further details regarding the summary of work for this position, contact Mary Urlacher at 701-227-3104.

External applicants:

• Must submit a signed State of North Dakota Application for Employment (SFN 10950).
• Must attach a list of at least three business references to include name, address, and phone number.
• North Dakota residents claiming veteran’s preference must also provide a DD-214, and, if claiming disabled veteran’s preference, a letter less than one year old from the Veterans Affairs Department.
• Reference Job Order #268349.
• Application materials must be postmarked or Delivered to Job Service North Dakota, 66 Osborn Drive, Dickinson, ND 58601 by February 15, 2012.
• The finalist for the position will be required to submit a college transcript prior to a job offer being made.
• The finalist for the position will be subject to state and federal criminal background checks, which include fingerprinting.

Internal applicants:

• Must apply using a signed State of North Dakota Application for Employment (SFN 10950).
• Reference Job Order #268349.
• Application materials must be submitted to Human Resources by 5:00 p.m. on February 15, 2012.

Information regarding classification, pay grade, and salary range is available on the Human Resource Management Services website: http://www.nd.gov/hrms/

For more information regarding Job Service North Dakota, see our website at www.jobsnd.com.

Summary of Work:

• Determine the services and level of service customers may need by using the initial assessment process
• Provide an orientation to Job Service and discuss the services/resources available.
•  Provide information on the various programs offered at Job Service, including general requirements and make referrals as appropriate.
• Identify the need for additional skill development and make appropriate transition to that area.  
• Provide customers with the various job search resources that are available to them. 
• Administer proficiency/assessment and employer provided tests.
• Know the various computer programs offered in the Job Getting Unit and assist individuals who wish to use those programs. 
• Provide an explanation of the registration process and, if needed, provide additional assistance. 
• Review job applications that are submitted to ensure that they are accurately completed and signed by the individual.
• Refer individuals to community agencies and service providers that may be of assistance to them.
• Respond to telephone and electronic inquiries or refer to appropriate source.
•  Record required documentation and data collected in JSND’s automated system.  
• Work with customers and skills development area to determine the best avenues for career guidance and exploration. 
• Refer customers to the Skills Development Unit when needed.
• Promote Target Industry and high wage/high demand Career Opportunities.

Equal Opportunity Employer

The state of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex, genetics, religion, age, or disability in employment or the provision of services, and complies with the provisions of the North Dakota Human Rights Act.

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