Lead CareerLink Navigator/Digital Media Champion

Salary $50,000 year

Position: Lead CareerLink Navigator/Digital Media Champion – Evenings & Weekends

Classification: Exempt

Scope of Position:

The Lead CareerLink Navigator/Digital Media Champion represents the PA CareerLink® brand and engages the PA CareerLink® Philadelphia customer base. As the Digital Media Champion, responsibilities will include approving flyers, overseeing social media content, and assisting with requests from PhilaWorks. Additionally, as the Lead CareerLink Navigator, this position will manage customer interactions and provide essential guidance and leadership.

Key duties include providing high-quality customer service for incoming calls to the PA CareerLink® Philadelphia toll-free line and responding promptly to all emails received at the PA CareerLink® email account. The Lead CareerLink Navigator/Digital Media Champion will support a variety of customers, including employers, partners, job seekers, WIOA participants, EARN participants, youth, guardians of youth, and returning citizens, by directing them to the appropriate points of contact within the PA CareerLink® system.

The position also involves providing technical walk-through guidance for the C2L-PHL Youth Employment Program, covering both the summer and school year application processes. The Lead Navigator will assist customers with navigating virtual services, such as those provided through the PHL Career Portal and the C2L-PHL Youth Employment site. Additionally, responsibilities include distributing voicemails and emails among the CareerLink Navigators, as well as providing leadership for the temporary CareerLink Navigator team in support of C2L-PHL calls.

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

· Input caller applications into the Centrally HR (CHR) System

· Provide live-time guidance over the phone for how to complete the online C2L-PHL application

· Route the 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 and that C2L-PHL applications are fully complete

· 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 the Youth Intermediary Fiscal and Contracting Provider and 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 a fluid approach to work and actively be part of continuous improvement

· Complete leadership tasks including interviews, performance reviews, training, and feedback sessions with CareerLink Navigators

· Oversee functions of call center for evenings and weekends including scheduling, PTO and timesheet approvals for temporary CareerLink Navigators

· Support the digital media tasks within the System-Wide Services Team

· Create, publish, and pull analytics from PA CareerLink® Philadelphia’s social media platforms

· Partner closely with Facilitators on specified projects

· Provide quality customer service to all job seekers, employers, community partners and colleagues

· Check in with assigned supervisor routinely for guidance and feedback

· Create and publish content to PA CareerLink® Philadelphia’s social media platforms, including and not limited to Facebook, X, Instagram, LinkedIn, and YouTube

· Attend identified PA CareerLink® Philadelphia events to capture photo and video documentation of success stories, innovative services and special projects

· Assist Community Engagement team with coordinating content creation for publication

· Support various teams with creating and/or proofing visually appealing flyers for various events and projects

· Meet performance criteria on a weekly, monthly and annual basis

· Other opportunities as available

Education and Experience Requirements:

· Marketing or graphic design experience and interest preferred

· Experience creating and publishing engagement social media content required

· Must be proficient in Microsoft Office

· Experience with Adobe Creative preferred

· Must be comfortable working with a wide range of individuals

· Strong interpersonal skills

· Must be in college or a recent college graduate

· Must be flexible and able to work on a wide range of projects

· Must have strong attention to details

· Must be able to work evenings and weekends with all shifts in-office

· From March-August, schedule is Monday-Saturday (6 days a week) 12pm - 7pm

· From September-February, schedule is Monday-Friday from 10:30am-7pm with occasional Saturday shifts

· Prior experience and comfortability with long periods of time on the phone

· Coordination and/or leadership experience in a call center setting preferred

· 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

· Bachelor’s Degree preferred

· Bilingual in English/Spanish preferred

· Ability to interact with a wide variety of individuals and demonstrate a positive professional attitude

· Maintain a flexible work schedule to accommodate call volume as assigned