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Equus Workforce Solutions · 3 months ago

Customer Experience Escalation Analyst

Houston, TX

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Equus Workforce Solutions is a leading provider of workforce development services in North America. They are seeking a Customer Experience Escalation Analyst to assist clients by obtaining information, determining eligibility, and referring them to appropriate services while maintaining accurate records and improving service quality.

Career PlanningChild CareConsultingEducationFamilyProfessional ServicesRecruitingStaffing Agency

Responsibilities

Obtains client information by answering telephone calls and emails; making OB calls in response to an inquiry for information; interviewing clients; verifying information

Determines eligibility by comparing client information to established guidelines

Schedules clients for Employment and Training Program Orientations available locally to their area of residence

Refers clients to third party workforce services providers

Informs clients by explaining procedures; answering questions; providing information

Maintains an accurate written record of the transaction following established guidelines

Maintains communication equipment by reporting problems

Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures

Updates job knowledge by studying new programs that become available; participating in employment and training discussions

Other duties as assigned