HEAD CLERK

HEAD CLERK
MASSHIRE CAREER CENTER
CITY OF WORCESTER

The City of Worcester is seeking qualified applicants for the position of Head Clerk for the MassHire Central Career Center. The Head Clerk will serve as the first point of contact for a diverse population seeking information at the MassHire Southbridge Career Center. Under the direction of the MassHire Southbridge Operations Manager, the position will assist customers with finding job placement resources. The Head Clerk will also direct customers to the appropriate service provider and schedule customers for Career Center Seminars, workshops or other applicable job search services or events. This position will answer phone calls, route calls, take messages according to established procedures and determine needs of customers. This position will complete all applicable data entry with timeliness and accuracy.

Bilingual applicants are encouraged to apply.

ESSENTIAL ELEMENTS:

• Consistently strive to represent the values of MassHire Southbridge Career Center and Executive Office of Labor & Workforce Development.

Collaboration - Power of partnership and streamlined integration of services to achieve effective and timely results for our MassHire Southbridge Career Center customers.

Respect - Commit to understanding and valuing the diverse, unique requirements and professional goals of the businesses and people we serve.

Reliability - Create trust and reliability by consistently delivering high quality professional services at each location and at every interaction.

Ingenuity - Leverage flexibility, expertise, and knowledge to successfully meet our mission, regardless of new challenges and circumstances that may arise.

• Greet a diverse population of customers with professionalism and courtesy.
• Determine service needs of customers; observe priority of service guidelines; direct customers to appropriate point of service, including partner programs and community resources.
• Send and receive e-mails.
• Review daily / weekly calendar schedules and appointments.
• Assist customers in the Job Quest membership registration process and other Resource Room activities.
• Attend online meetings and training sessions.
• Access, file and print documents.
• Use Crystal Reports to generate data for outreach and follow up activities.
• Assist customers in the Resource Room with completion of MassHire Job Quest registration, faxing, copying, scanning documents, accessing software programs and websites such as Microsoft Word, Microsoft Excel, MassHire JobQuest, Professor Teaches, etc. and use of ADA equipment and multi-lingual services.
• Schedule customers for Career Center Seminars, workshops and other relevant events / services.
• Answer a multi-line telephone in a courteous and pleasant manner; route calls to appropriate staff and take messages when necessary.
• Enter customer information and services into MOSES database with accuracy and timeliness and will always maintain confidentiality of customers.
• Conduct outreach and reminder calls for various reasons, such as Career Center Seminar attendance, Reemployment Services and Eligibility Assessment Enrollments, follow-ups on employment status, etc.
• Prepare and provide management with a weekly report for Career Center activities.
• Prepare seminar and workshop materials and create Professor Teaches Certificates of Completion; prepare and publish monthly Calendar of Events and enter Events into the MOSES database.
• Ensure all office equipment is in working order, report technical issues to the manager.
• Collect and drop off office mail; take receipt of supplies; keep an inventory of supplies and alert manager of low stock items; interact with vendors for deliveries.
• Ensure print materials in the reception area and Resource Room (calendars, flyers, brochures, etc.) are stocked and current.
• Assist Unemployment Claimants by answering general questions and UI Online navigation.
• Complete and/or comply with all assignments, training and directives outlined by manager, and policies mandated by the Commonwealth of Massachusetts and the City of Worcester; participate in cross-training, educational workshops, staff development meetings, etc.
• Other duties as required for the successful operation of the Career Center.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong knowledge of virtual web-based conferencing tools such as Microsoft Teams, WebEx, and Zoom.
• Strong knowledge of Microsoft Office Suite, including Microsoft Word, Excel, PowerPoint and Outlook.
• Knowledge of social media platforms.
• Ability to conduct labor market research.
• Ability to effectively utilize job search platforms.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to work in a fast-paced environment.
• Ability to maintain professionalism under all circumstances.
• Ability to interact in a tactful manner.
• Strong interpersonal skills.
• Ability to maintain sensitive, confidential information.
• Ability to multi-task to complete assignments, in a detailed, timely and organized manner, in a deadline-oriented environment.
• Motivated self-starter, who works well independently & in a team environment.
• Ability to operate standard office equipment.
• Regular onsite attendance is required.
• Ability to establish and maintain effective communication & working relationships with diverse groups.
• Ability to evaluate and prioritize tasks in a process-driven environment.
• Problem solving skills to identify and resolve potential challenges and risks.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent.
• Customer service and/or clerical experience in a professional office setting.
• Excellent communication skills.
• Proficient with computers including MS Word, Excel, PowerPoint & Outlook.
• Valid driver's license and access to reliable transportation.

PREFERRED QUALIFICATIONS:

• Associates Degree in Business, Public Administration, Liberal Arts, or related field.
• Three (3) years of customer service and/or clerical experience in a professional office setting.
• Demonstrated expertise in navigating social media channels, conducting labor market research, and utilizing job search platforms.

SALARY RANGE: $24.74 - $29.94 hourly, full-time, excellent benefits package.

To apply, please visit: www.worcesterma.gov/employment or send resume and cover letter to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. OPEN UNTIL FILLED, applications received prior to or on November 7, 2025, will receive preference. Preference is given to Worcester residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall, Human Resources, Room 109, 508-799-1030, Hiring@worcesterma.gov.