Call Center Specialist

DEPARTMENT: Workforce Development

SUPERVISOR: Call Center Lead / Career Services Manager

Gesher Human Services is a bridge to hope and opportunity for people at work, at home, and in the community. Gesher’s workforce development, behavioral health, and inclusion programming serves all Metro Detroiters while meeting the needs of the Jewish community.  

GENERAL JOB DESCRIPTION

The Call Center Specialist provides front-line phone, text, and email support to Detroiters seeking career services through Detroit at Work and Gesher Human Services. This role serves as an access point to workforce development programs by conducting intakes, providing information and referrals, scheduling services, and entering accurate program data. The position is primarily phone-based and focuses on customer engagement, navigation of career services, and follow-up support. 

QUALIFICATIONS

Education:

High school diploma or equivalent required. 

Other:

• Strong verbal communication and professional phone etiquette skills.
• Ability to engage callers with empathy, clarity, and problem-solving focus.
• Experience with Workforce Development or Career Services preferred.
• Ability to multitask across phone systems, databases, and scheduling tools.
• Proficiency with computers, Windows, and Office 365.
• Experience entering and maintaining accurate participant records and program data. 

DUTIES AND RESPONSIBILITIES

1. Provide phone, text, and email support to individuals seeking career and employment services.
2. Explain available career services, training opportunities, and community resources.
3. Schedule appointments for career coaching, workshops, and partner services.
4. Route participants to appropriate career centers, staff, or partner organizations.
5. Document all participant interactions accurately in required data systems.
6. Conduct follow-up outreach to support engagement and service completion.
7. Maintain required reports tracking customer activity and outcomes. 

WORKING CONDITIONS

Environmental conditions:

• Moderate noise (i.e., business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period. 

Physical requirements:

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop, kneel to install computer equipment.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting in required. 

Accommodation(s):

As appropriate and fiscally reasonable.

NON-EXEMPT

This position is non-exempt and eligible for overtime pay in accordance with the Federal Fair Labor Standards Act.

The above job description is for general informational purposes only and is not intended to be all inclusive or limiting as to specific duties. The Agency reserves the right to modify, interpret, or apply this job description in any way the Agency desires and in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying the position. The described job requirements are subject to change to reasonably accommodate qualified individuals with a disability. 

This job description is not an employment contract, implied or otherwise and any employment relationship remains “at-will.” 

Gesher is proud to be an equal employment opportunity and affirmative action employer. We celebrate diversity and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status, or any other applicable characteristics protected by law.