CareerLink Navigator

Job Locations US-PA-Philadelphia
ID
2022-1481
FLSA Status
Non-Exempt
Category
Customer Service/Support
Position Type
Regular Full-Time

Overview

Salary $40,000 year

Position: CareerLink Navigator

Classification: Non-Exempt

 

Scope of Position:

  • Provide a high-quality customer service experience for incoming calls to the PA CareerLink Philadelphia toll free line
  • Respond timely to all emails received to the PA CareerLink email account
  • Support all customers- employers, partners, job seekers, WIOA participants, EARN participants, Youth, and returning citizens to the appropriate points of contact in the PA CareerLink system
  • Support customers with navigation of virtual services, including those offered on PHL Career Portal

Responsibilities

Essential Functions:

  • Identify customer’s needs through strategic questions and active listening skills
  • Clarify expectations of customer
  • Offer information about services appropriate to customer’s needs
  • Address any questions or concerns in a professional manner
  • Route customer to the appropriate staff person or department to deliver the service requested
  • When appropriate, engage in follow up on any customers to ensure their needs were successfully met
  • Help coordinate any system-wide customer surveys or specialized outreach efforts
  • Document all incoming calls and emails through a standardized spreadsheet
  • Offer active walk-through guidance of the PHL Career Portal platform
  • Participate in daily meetings at System-Wide to understand current programs and services available
  • Communicate routinely with all CareerLink service providers to ensure knowledge of services and points of contact are current
  • Continuously update resource guide and reference lists for points of contact based on service, center, and customer category
  • Attend meetings that review the launch of any new service, innovation, or new program within PA CareerLink Philadelphia’s system.
  • Responsible for data tracking of every service provided and utilization of the state system of record, CWDS, as well as the team-wide reporting platform. Data capture is a daily responsibility.
  • Implement project management skills, tools, and methods
  • Demonstrate fluid approach to work and actively be part of continuous improvement

 

Qualifications

Education and Experience Requirements:

  • Prior experience and comfortability with long periods of time on the phone
  • Strong knowledge of virtual platforms and how to help, by phone, individuals navigate online websites
  • Strong verbal and communication skills
  • Experience in delivering high quality customer service
  • High School Diploma preferred

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