JVS is a non-profit, non-sectarian agency. Our mission is to empower individuals from diverse communities to find employment, build careers, and partner with employers to hire, develop, and retain productive workforces.

JVS provides a broad range of services, including adult education, skills training, job readiness training, job placement and support, and access to post-secondary education. JVS assists employers in their search for well-qualified job applicants and their initiatives to upgrade the skills of their incumbent workforce.

POSITION SUMMARY:  As a first impression of the JVS community, the Client Services Program Assistant delivers the highest level of customer service, efficient and effective direction and assistance to all entering the Welcome Center and the Student Support Center. The Client Services Program Assistant possesses a thorough knowledge of all JVS and MassHire Downtown Boston programming to assess visitor and customer needs and direct them to the appropriate staff member or next step. Additional responsibilities include but are not limited to, extensive data entry; answering and triaging telephone calls; emailing follow-up correspondence to potential members/customers; keeping the reception area clean and organized; and other administrative tasks as deemed necessary. This position reports directly to the Lead Intake Specialist.

ESSENTIAL JOB FUNCTIONS 

Builds relationships, collaboration, and teamwork: 

• Provide the highest level of customer service by triaging and responding to all inquiries regarding JVS’ services in a timely and professional manner for both in-person and remote work settings.
• Ensure complete immersion and knowledge of JVS programs and procedures related to the Welcome Center and Student Support Center.
• Work with new and returning non-native English speakers and provide exceptional service to ensure customers receive appropriate services.

 Contributes to program success: 

• Greet customers respectfully, timely, and courteously; notify appropriate program staff of appointment arrivals.
• Maintain a broad knowledge of agency services to best direct customers to appropriate services/programs.
• Provide customers with a general understanding of JVS and MassHire services.
• Refer customer problems/complaints/compliments to the Lead Intake Specialist.
• Identify opportunities and recommend creative solutions to address customer needs.
• Ensure reception, lounge, and waiting area are consistently neat and clean.

 Administrative/Communication: 

• Answer and triage telephone calls and direct calls to appropriate staff.
• Photocopy, fax, and type documents as required.
• Respond to external JVS/MassHire email inquiries.
• Distribute faxes and forward phone messages to staff throughout the day
• Direct and navigate callers on how to obtain information and complete forms on JVS and/or MassHire websites.
• Enter, retrieve, and modify customer data and computerized company and state database records. Perform other duties as assigned.

MINIMUM SKILLS AND QUALIFICATIONS (REQUIRED): 

• 2-3 years of customer service and front-desk experience.
• Bilingual Spanish and/or Haitian Creole is required.
• Professional appearance and customer service delivery with exceptional verbal and interpersonal communication skills.
• Ability to interact with and assist a multi-cultural customer base, including those with barriers to employment, low English proficiency, and limited educational backgrounds.
• Excellent integrity, moral character, and proven ability to use sound judgment.
• Ability to perform effectively under pressure and use the utmost discretion when handling confidential documents and/or matters.
• Demonstrated ability to adapt to work environment effectively changes, priorities, and organizational needs.
• She has demonstrated ability to resolve and de-escalate difficult customer situations with a knowledge of principles and processes for providing customer services.
• Quick learner, proactive, and resourceful.
• Exceptional Microsoft Office Suite skills.

EDUCATION: High school diploma/GED equivalency and two years of related experience.

 KEY COMPETENCIES: 

• Accountability and result-focused
• Adaptability
• Trustworthiness and ethics
• Cultural competency and respect
• Verbal and written communication
• Critical thinking and problem-solving
• Multi-tasking and organizing

 JOB COMPETENCIES: 

• Employ creative problem-solving and troubleshooting techniques.
• Provide exceptional customer service.
• Possess sensitivity to issues facing homelessness, mental and physical disabilities, and immigrant populations.

COMMUNICATION/REASONING DEMANDS: 

• Ability to coordinate, analyze, organize, compile, compose, and compute data and information.
• Ability to organize, negotiate, guide, instruct, speak, and give instructions to individuals.

MENTAL DEMANDS: PHYSICAL DEMANDS: 

Reading and Comprehension Sitting

Detailed-oriented Standing

Multi-tasking Walking

Problem-Solving Lifting and carrying up to 20 lbs.

JVS CULTURE: JVS is strongly committed to diversity and a workplace environment that respects, appreciates, and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, JVS will better serve our local communities and continue to provide quality services.

JVS is an employment-at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination based on sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, JVS prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.