Job Overview: The Customer Service Specialist delivers high-quality workforce services as part of IRC’s Economic Empowerment programming. This role is the first point of contact for clients seeking employment and training support, ensuring they receive excellent customer service, resource navigation, and timely referrals to workforce partners. The Specialist plays a key role in supporting clients’ pathways to employment, education, and economic independence, while building strong community and partner relationships.

Major Responsibilities:

Responsibilities include, but are not limited to:

• Provide reception and a welcoming client experience at workforce centers, ensuring access to services with interpretation or accessibility support as needed.
• Assist clients in navigating available services, resources, and partner programs based on eligibility.
• Manage client intake flow, including the VOS Greeter process, to ensure efficient and responsive service.
• Make direct referrals to system partners such as ARIZONA@WORK, community colleges, and training providers, supporting client enrollment and follow-through.
• Collaborate with workforce and community partners to align services, resolve barriers, and strengthen client pathways to employment.
• Maintain accurate client records in accordance with donor requirements; enter data into systems in a timely and thorough manner.
• Support program performance monitoring by sharing client service trends and challenges with leadership.
• Provide culturally responsive, trauma-informed client support; address concerns and escalate issues as needed.
• Represent IRC at job fairs, recruitment events, and partner meetings; promote workforce programs and celebrate client milestones.
• Participate in team huddles, staff meetings, and required trainings.
• Perform other related duties as assigned

Job Requirements:

Education:

• High school diploma required;

Work Experience:

• At least 1 year of experience in employment services, workforce development, or case management

Demonstrated Skills and Competencies:

• Strong communication and interpersonal skills to build trust with clients and partners.
• Ability to manage multiple priorities, maintain accurate documentation, and meet deadlines.
• Strong organizational and problem-solving skills.
• Commitment to providing high-quality, client-centered service.
• Proficient in Microsoft Office (Word, Excel, Outlook) and digital tools for data entry and research.
• Excellent verbal and written communication skills; fluency in English required; proficiency in refugee/immigrant languages preferred.

Language Skills:

• Proficiency in English required; bilingual ability in Spanish, Dari, Swahili, Kinyarwanda, Arabic, French, or other refugee/immigrant languages strongly preferred.

Certificates or Licenses:

• Must possess or be eligible for a fingerprint clearance card per Arizona state law.

Working Environment***:***

• Based in Phoenix, AZ with a combination of office-based and community engagement.
• Standard work week with some evening or weekend hours for community or partner events.
• Local travel within Maricopa County for outreach and collaboration.

Compensation: (Pay Range: $17.00 - $18.88**)** Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $143 per month, dental starting at $6.50 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.