EKCEP and Appalachian Institute Partner on Customer Service Training

Eastern Kentucky Concentrated Employment Program (EKCEP) has partnered with the University of the Cumberlands’ Appalachian Institute for Workforce Development (AIWD) to help prepare people for work in customer service, especially in remote jobs, through a new online training program that will be free of charge for eligible participants. 

The asynchronous course allows individuals to learn at their own pace and gain the skills needed for a successful career in customer service. EKCEP and AIWD worked closely to ensure the training would maximize participants’ employability through a curriculum relevant to the needs of businesses in the customer service industry.  

"We are excited to partner with the Appalachian Institute to offer this valuable training opportunity to our workforce clients," said EKCEP Executive Director Becky Carnes-Miller. "This training will equip individuals with the skills and knowledge necessary to excel in remote or in-person customer service positions." 

“This program will have direct and immediate impact on the local workforce allowing individuals to seek better training and then gain better employment opportunity,” said Dr. Donnie Grimes, Director of AIWD. “We are fortunate to partner with EXCEP to help move our region forward in this way.” 

EKCEP’s certified customer service specialist training consists of 12 comprehensive modules covering a wide range of topics, including: 

• The history and importance of customer service 
• Ethics and responsibility in customer service 
• Effective communication strategies 
• Time management and organizational skills 
• Networking and professional development 

Upon successful completion of the program, participants will receive a certificate of completion and be prepared to take the nationally recognized Customer Service Specialist (CSS) exam that will increase employability for clients in a number of industries. 

This training is particularly valuable for those interested in working from home and clients of EKCEP’s Teleworks USA program, even those with no prior work experience. Completing the program and earning a CSS credential allows job seekers to demonstrate to employers that they have the essential skills and knowledge to thrive in a remote customer service role. 

The program is also ideal for employers who want to upskill their current workforce or are looking to hire new customer service positions. 

“Workers in Eastern Kentucky already possess the skill and dedication to succeed in these types of jobs, and this credential will help ensure employers looking for talent that these job seekers are prepared to begin working and can hit the ground running,” Carnes-Miller added.  

The CSS training is available immediately. Individuals who enroll for services through EKCEP’s Kentucky Career Center JobSight network may be eligible for the training. EKCEP will cover all costs of the training for eligible participants, and may also cover costs for the CSS examination. 

Interested individuals should contact their local Kentucky Career Center JobSight location and speak with a career advisor to learn more and enroll. Visit jobsight.org/locations for location and contact info.

The Appalachian Institute for Workforce Development empowers individuals and organizations through comprehensive workforce development solutions. Guided by excellence, integrity, and innovation, AIWD bridges the gap between education and employment, fostering lifelong learning and professional growth. AIWD can transform individuals, organizations, and communities, creating pathways to success in the dynamic and vibrant Appalachian region.  

EKCEP, a nonprofit workforce development agency headquartered in Hazard, Ky., serves the citizens of 23 Appalachian coalfield counties. The agency provides an array of workforce development services and operates the Kentucky Career Center JobSight network of workforce centers, which provide access to more than a dozen state and federal programs that offer employment and training assistance for jobseekers and employers all under one roof. Learn more about us at http://www.ekcep.org, http://www.jobsight.org and http://www.facebook.com/ekcep.