What are the responsibilities and job description for the Resource Center Customer Support position at CNY Works Inc.?
Job Title: Resource Center Customer Support
Hiring Range Based on Education and Experience: $18.90/hour - $21.00/hour
($34,398 to $38,220 annually)
Position Overview
The Resource Center Operations Assistant is a friendly and patient member of the CNY Works
team that supports customers with basic resume writing skills, job searches, online application
support, and other basic to intermediate technology help as needed including but not limited to
connecting customers to the UI support line via the Resource Center telephones, creating and
accessing customer email accounts, supporting customers with photocopying, and faxing
documents as necessary.
Essential Functions
Approach, warmly greet, and offer assistance to all customers using Resource Center
technology within the first 5 minutes of their entry into the room.
Provide individualized assistance with job search strategies, online job boards such as
Indeed, application submissions, and email communication.
Review, edit, and format basic resumes and cover letters. Teach best practices for
tailoring documents to job postings.
Teach customers how to use computers, email, web browsers, Microsoft Word, and basic
online career support searches. Deliver short workshops and drop-in sessions.
Assist customers with adaptive technology equipment as needed.
Help customers access community partner resources, training programs, and employer
listings. Maintain up-to-date referral information.
Assist customers in gaining access only to filing for unemployment insurance online
ensuring the customer completes all required information.
Assist customers with using the Resource Center telephones to contact the NYSDOL UI
elevated claims division.
Ensure all customer interactions and services provided are timely entered into the One
Stop Operating System (OSOS) to allow for programmatic metrics and Resource Center
utilization reports to the Board of Directors.
Provide coverage support to the CNY Works reception desk during staff lunches,
unscheduled absences, and time off.
Submit tickets to Function One as needed for IT technical issues or concerns.
Ensure customers adhere to the Resource Center usage guidelines including no food,
drink, or cellphone use in the room.
Qualification Standards
Other duties and essential functions as assigned.
High School degree or equivalent; associates degree or relevant certification, career advising,
resume writing, and/or job placement knowledge preferred. One to two years of experience in
customer service, workforce development, or computer logistics, or any combination of
experience and training which enables the performance of the essential job functions. Must be
comfortable using Windows and MS Word, web browsers, email, and common office
applications and technology. Demonstrated basic working knowledge of resume, cover letter,
and application essentials, or workforce development, community-based organization and related
services experience is highly desirable.
Attention to detail, impeccable organizational skills, and patience are critical attributes,
including a high level of written and oral communication skills.
Strong organization, communication, and interpersonal skills.
Excellent oral, written and presentation skills.
Excellent time management skills.
HR@cnyworks.com and notate Resource Center Customer Support in the subject line.
Hiring Range Based on Education and Experience: $18.90/hour - $21.00/hour
($34,398 to $38,220 annually)
Position Overview
The Resource Center Operations Assistant is a friendly and patient member of the CNY Works
team that supports customers with basic resume writing skills, job searches, online application
support, and other basic to intermediate technology help as needed including but not limited to
connecting customers to the UI support line via the Resource Center telephones, creating and
accessing customer email accounts, supporting customers with photocopying, and faxing
documents as necessary.
Essential Functions
Approach, warmly greet, and offer assistance to all customers using Resource Center
technology within the first 5 minutes of their entry into the room.
Provide individualized assistance with job search strategies, online job boards such as
Indeed, application submissions, and email communication.
Review, edit, and format basic resumes and cover letters. Teach best practices for
tailoring documents to job postings.
Teach customers how to use computers, email, web browsers, Microsoft Word, and basic
online career support searches. Deliver short workshops and drop-in sessions.
Assist customers with adaptive technology equipment as needed.
Help customers access community partner resources, training programs, and employer
listings. Maintain up-to-date referral information.
Assist customers in gaining access only to filing for unemployment insurance online
ensuring the customer completes all required information.
Assist customers with using the Resource Center telephones to contact the NYSDOL UI
elevated claims division.
Ensure all customer interactions and services provided are timely entered into the One
Stop Operating System (OSOS) to allow for programmatic metrics and Resource Center
utilization reports to the Board of Directors.
Provide coverage support to the CNY Works reception desk during staff lunches,
unscheduled absences, and time off.
Submit tickets to Function One as needed for IT technical issues or concerns.
Ensure customers adhere to the Resource Center usage guidelines including no food,
drink, or cellphone use in the room.
Qualification Standards
Other duties and essential functions as assigned.
High School degree or equivalent; associates degree or relevant certification, career advising,
resume writing, and/or job placement knowledge preferred. One to two years of experience in
customer service, workforce development, or computer logistics, or any combination of
experience and training which enables the performance of the essential job functions. Must be
comfortable using Windows and MS Word, web browsers, email, and common office
applications and technology. Demonstrated basic working knowledge of resume, cover letter,
and application essentials, or workforce development, community-based organization and related
services experience is highly desirable.
Attention to detail, impeccable organizational skills, and patience are critical attributes,
including a high level of written and oral communication skills.
Strong organization, communication, and interpersonal skills.
Excellent oral, written and presentation skills.
Excellent time management skills.
HR@cnyworks.com and notate Resource Center Customer Support in the subject line.
Salary : $34,398 - $38,220