Customer Service and intake Specialist

The Customer Service Specialist serves as both the welcoming front door to WDI and a critical support role for accurate program operations and compliance. This position blends high-quality customer service with Management Information Services (MIS) responsibilities, ensuring customers are supported with care while program data, documentation, enrollment, and financial records are complete, accurate, and compliant with funding requirements.

This role is ideal for someone who enjoys working with people and systems, understands that strong customer service and strong data practices go hand in hand, and takes pride in helping programs run smoothly behind the scenes. The Customer Service Specialist plays an essential role in supporting WDI’s mission and upholding our values of Respect, Integrity, Innovation, Education, and Community.

Key Responsibilities

Customer Service and Front Desk Operations

· Greet customers warmly and professionally, providing accurate information about WDI services, programs, and next steps

· Create a welcoming, inclusive, and respectful environment for customers, colleagues, and community partners

· Manage reception activities including answering phones, welcoming visitors, routing inquiries, processing mail, and maintaining filing systems

· Support customers with basic job search activities such as resume assistance, online applications, and navigating resource tools

· Assist customers with intake paperwork and ensure they understand required documentation and processes

· Coordinate customer flow throughout the building and manage staff schedules to support efficient service delivery

· Respond to customer and staff inquiries promptly and escalate concerns or emergencies to leadership as appropriate

Resource Area and Administrative Support

· Maintain and oversee the resource area, including computers, reference materials, forms, and informational packets

· Assist customers in accessing technology and online resources related to employment and training

· Maintain organized electronic and paper filing systems in accordance with agency and program requirements

· Support general office operations to ensure a clean, organized, and professional workspace

Management Information Services (MIS) Responsibilities

· Verify, collect, and validate customer documentation required for enrollment, eligibility, and ongoing participation in WDI programs

· Enter, review, and maintain accurate participant data in MIS systems and other required databases

· Monitor enrollment records to ensure completeness, accuracy, and compliance with local, state, and federal requirements

· Support case file audits and internal reviews by ensuring documentation is properly stored and accessible

· Track and reconcile participant-related payments, supportive services, and program expenditures in coordination with program staff and finance

· Assist with budget tracking, payment reconciliation, and documentation related to grants and funding sources

· Identify discrepancies or missing information and work proactively with staff to resolve issues

· Maintain confidentiality and data security at all times, following WDI policies and regulatory requirements

Data Tracking, Reporting, and Compliance

· Maintain accurate records of customer interactions, enrollments, and services provided

· Generate reports and summaries for leadership related to customer flow, enrollment activity, documentation status, and trends

· Support continuous improvement by identifying process gaps and opportunities to improve data accuracy and customer experience

· Follow established policies, procedures, and timelines to support compliance across multiple programs

Community Collaboration

· Build positive relationships with customers, colleagues, and community partners

· Support outreach activities, events, and information sessions as needed

· Serve as a knowledgeable point of contact for general WDI services and community resources

Qualifications

· High school diploma or equivalent required; additional education or training in office administration, customer service, data management, or related fields preferred

· Experience in a customer service, administrative support, or data-focused role

· Strong attention to detail and ability to manage documentation and data accurately

· Excellent communication, organization, and time management skills

· Ability to balance front-facing customer service with back-end administrative and data responsibilities

· Comfort working with multiple systems, databases, and tracking tools

· Ability to handle sensitive information with discretion and professionalism

Preferred Skills

· Experience working in workforce development, human services, education, or a publicly funded program

· Familiarity with MIS systems, eligibility documentation, or compliance-driven environments

· Proficiency in Microsoft Office Suite, especially Excel and Outlook

· Experience working with diverse populations and understanding varied barriers to employment

· Bilingual or multilingual skills, especially languages spoken in Southeast Minnesota communities

Salary $45,760 - $47,840

If you are interested in a dynamic work environment at an organization dedicated to helping job seekers and employers, please submit your resume and letter of interest to be received by 4:30pm on Friday, January 30th,to:

Jenna Overland

Workforce Development, Inc.

2070 College View Road East

Rochester, MN 55904

Or E-mail: hiring@wdimn.org

WDI is an Equal Opportunity Employer/Service Provider. WDI does not discriminate on the basis of race, color, national origin, sex, gender identity, sexual orientation, disability, age, or military status in any of its activities or operations. This information is available in alternative formats for people with disabilities by calling 507.292.5152 (voice) or by using your preferred relay service.

Pay: $45,760.00 - $47,840.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Ability to Commute:

• Austin, MN 55912 (Required)

Work Location: In person