Customer Service Representative (Bilingual - Spanish & English)

CLC Partnership - NOVAworks

Job Category
Customer Service

POSITION SUMMARY: Under the supervision of the NOVAworks Regional Manager or Department Lead, the Customer Service Representative is responsible for providing excellent customer service to job seekers and employers, focusing on continuous improvement by following and promoting the federal Workforce Innovation & Opportunity Act (WIOA).

The role requires the new hire to be in the office, it is NOT remote or hybrid. The position will entail client interfacing (remote and in-person), assisting any clients (job seekers) with all job search inquiries and referrals to resources, heavy data entry, and a variety of general clerical duties. Maintain confidentiality regarding individual customers and program operations. Responsible for assisting job seekers in the Resource Room and answering all incoming calls.

About NOVAworks:
NOVAworks is a non-profit, federally-funded employment and training agency that provides customer-focused workforce development services. We work closely with local businesses, educators, and job seekers to ensure that our programs provide opportunities that build the knowledge, skills and attitudes necessary to address the workforce needs of San Mateo County and Silicon Valley.


  • Bilingual in Spanish and English, highly preferred
  • AA or BA degree in a related field is preferred
  • Minimum of 2 years' experience in employment and training programs or equivalent experience.
  • Knowledge of Workforce Innovation & Opportunity Act (WIOA) legislation is beneficial.
  • Exceptional customer service skills and attention to detail.
  • Must have excellent grammar, excellent written and oral communication skills and be competent with various computer programs including, Zoom, Google Suite, MS Office, MS Teams, and Sharepoint.
  • Must be able to function with minimal supervision and demonstrate sound judgment consistently.


  • Assists in identifying job seekers that may need staff assisted services and makes referrals to NOVAworks Orientation and other workshops
  • Screen customers for WIOA eligibility, gather required documentation, perform data entry into customer database
  • Assists NOVAworks clients, partners, and staff
  • May assist with MIS functions at NOVAworks
  • Assist Manager and Career Advisors with administrative support
  • Schedules and/or confirms appointments such as intake and eligibility, resource room, Career Advisor appointments, etc.
  • Explains program services, including policies and procedures
  • Make corrections to data entry errors when necessary
  • Enters daily case notes in customer files
  • Answers multi-line telephone and records messages accurately
  • Greets customers and refers them to appropriate staff in a friendly and professional manner
  • Perform receptionist duties
  • Assists with information gathering, searching electronic databases to answer routine customer inquiries
  • Collaborates with partners and non-partners to facilitate the delivery of services to the customer
  • Arranges and makes participant referrals to various community resources
  • Provides guidance to job seekers in the resource room, including assistance accessing informational resources, websites, using resource room equipment, etc.
  • Organizes and maintains order within the Resource Room
  • Monitors activity and equipment usage to ensure that Resource Room Guidelines are complied with and Dress Code is adhered to
  • Participate in outreach for NOVAworks such as representing the job center at job fairs/career fairs, performing cold-calls, etc.
  • Maintains client filing system
  • Provides monthly progress reports to the Site Manager or Department Lead
  • Maintains databases, creates Word documents, and performs various administrative functions
  • From time to time may be assigned to work on special projects
  • Performs other related duties as assigned

Other Requirements:
This position may entail working more than 40 hours per week on occasion. The CSR must have the ability to work with clients who are angry, frustrated, and /or frightened, as a result of losing their job(s); the CSR must be able and willing to handle work in a fast-paced and sometimes stressful environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Goal and result orientated. Ability to meet time commitments and follow through to task/job completion. Strong work ethic and capacity for responsibility.
  • Knowledge of local industries that encompass the economy and demographics of San Mateo County with specific understanding and awareness of job skill requirements; ability to analyze fiscal, demographic and labor market information as it relates to the development of customer needs.
  • Makes logical and judicious decisions and provides workable solutions to problems; weighs alternative decisions and reduces outcome risks.
  • Strong interpersonal skills; communicates effectively with individuals from diverse economic backgrounds, as well as with all types and levels of employers; ability to use collaborative approaches to build support for objectives; build positive relationships within and outside the agency; involves others and disseminates information; seeks solutions where all parties can contribute and benefit; recognizes and respects diverse ideas; encourages and supports others.

Job Types: Full-time, Contract

Pay: $30.00 per hour


  • Dental insurance
  • Health insurance
  • Paid time off


  • 8 hour shift

Weekly day range:

  • Monday to Friday

Work setting:

  • In-person


  • customer service: 1 year (Preferred)
  • administrative: 1 year (Preferred)
  • data entry: 1 year (Preferred)


  • Spanish (Preferred)

Work Location: In person

Job Location
San Mateo, California, United States
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