Supervisor, Customer Solutions

Job Title: Supervisor, Customer Solutions Location: Odessa, TX JOB SUMMARY: The Customer Solutions Supervisor (CSS) is responsible for the delivery of workforce services and meeting diverse internal and external customer needs. The CSS makes informed decisions that drive job seeker employment and long-term self-sufficiency. ESSENTIAL FUNCTIONS: Manages daily operations of the Resource Room, assigns work schedules and related workforce activities to ensure quality and timely delivery of career services. Informs Manager of customer flow and recommends allocation of staff to ensure appropriate and timely provision of services. Trains team members in operational procedures and explains company policies. Assesses staff for professional development and provides training to achieve service level excellence. Partners with team members to resolve customer complaints and provides additional resources to enable customer to achieve success. Ensures that all Workforce Services under their responsibility, are delivered in a timely manner and that staff follow the policies, procedures and principles set forth by WFS/C2GPS LLC. Performs other duties as assigned and fulfills responsibilities as required. KNOWLEDGE / SKILLS / ABILITIES: Knowledge of workforce development, economic development, business intelligence and trends, and project management. Knowledge of effective management techniques and practices to include planning, strategy development and implementation, assessment of outcomes and accountability. Knowledge of effective case management and counseling. Sensitive to individual needs and able to communicate and respond to diverse customers. Knowledge of word processing, spreadsheet, technology, and computer skills. Knowledge of principles and processes for providing exceptional customer services. This may include needs assessment, set quality service standards and evaluating customer satisfaction. Exceptional customer service and interpersonal skills. Excellent problem-solving and critical thinking skills, organizational skill, and detail oriented. Excellent verbal and written communication skills. Ability to analyze and interpret information and data and provide relevant feedback for action. Ability to develop and maintain constructive and cooperative working relationships with management, coworkers, Board staff, and the public. Can effectively handle or resolve challenging situations and difficult customers. Is sensitive to customer needs and feelings and demonstrates concern for others. Ability to develop strategies and solutions to support the organizational mission. EDUCATION AND EXPERIENCE: Associates or undergraduate degree required. (3) years of relevant experience, to include one (1) year of supervisory experience. Valid drivers license and proof of insurance with good driving record. Ability to relocate within the service delivery area. Bilingual in English and Spanish strongly preferred. PHYSICAL DEMANDS AND WORKING CONDITIONS: Physical requirements include lifting to 10 pounds occasionally. Subject to standing, sitting, bending, and walking to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. Occasional driving and travel may be required. Flexible hours may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ABOUT US: C2 Global Professional Services (C2 GPS) is an industry leader providing innovative workforce and career services to Texans, Nevadans, and Floridians. C2 GPS has a reputation for outstanding customer service, building relationships in our local communities and providing career services to enable job seekers to find meaningful work and grow their careers. Our company values of Respect, Communication, Customer Engagement, and Ing nuity are embedded in every facet of how we work to deliver a standard of excellence that is unmatched by our competitors. Fueled by unprecedented growth, currently, our service delivery model spans several counties in Texas, Nevada, and central Florida. C2 GPS guiding principle is that to successfully navigate workforce development solutions, our employees must be passionate about providing superior customer service to all our customers and support the communities where we live and work. +-----------------------------------+-----------------------------------+ | - Health Insurance | - Dental | | - Wellness Reimbursement | - Vision | | - Generous Paid Time Off | - Life Insurance | | - Paid Parental Leave | - Short and Long Term | | - 401(K) with 100% Employer | Disability | | Match up to 6% of individual | - Critical Illness Insurance | | contributions | - Accident Insurance | | - Norton LifeLock Identity | - Pet Insurance | | Theft Protection | | +-----------------------------------+-----------------------------------+ EEO/AA C2 Global Professional Services, LLC reaffirms its commitment to the principles of equal opportunity and diversity. Our policy prohibits employment decisions based on race, color, religion, sex, gender, gender identity, sexual orientation, ancestry, pregnancy, medical condition, age, marital status, national origin, citizenship status, disability, genetic information, veteran status, or any other protected status in accordance with the requirements of all federal, state, and local laws. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Employment decisions can include hiring, firing, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions will be made based on individual skills, knowledge, abilities, job performance, and other appropriate qualifications. ### JOB CODE: Job Code: PB-8810E1-2-SCS