General Statement of DutiesUnder general supervision of the Customer Service Manager, the Digital Navigator is responsible for guiding individuals or groups in navigating the digital world and effectively using digital technologies. Your primary objective will be to bridge the digital divide by providing guidance and support to ensure digital inclusion and digital literacy. Will also act as a liaison, providing assistance to our residents regarding connectivity to TeamPharr.Net internet services, as well as our hardware, software and support services offered. The Digital Navigator provides education to learners so they can build their foundational digital skill set and competence in resolving technological and digital challenges they may encounter. This assistance is provided primarily in-person, over the phone, email, text, video chat, and other communication methods that work for the learner. The Digital Navigator is responsible for monitoring, researching, and tracking customer and residential interactions and various metrics. The goal is to help them get internet access at home and become proficient in using devices like smartphones, tablets, and computers. This support is crucial for accessing employment, education, banking, healthcare, government services, and communication through email and social media. These efforts contribute to empowering individuals to independently handle tasks and access information digitally.Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.1. Maintains regular, reliable, and prompt attendance, and is physically present to work.2. Provide accurate information on TeamPharr.Net products and services.3. Interacts with end-users/customers in an effective, courteous, and professional manner, taking into consideration end user technical literacy and skill level. 4. Troubleshoots and evaluates multiple options to resolve end-user/customer problems using checklists and scripts as guides as well as escalates when necessary. Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity. May provide on-the-spot training to end-users.5. Provide in-person and/or remote classroom instruction using Pharr selected curriculum in digital literacy skills, including setting up and using email, navigating the web, Microsoft Office, internet safety and security, and more.6. Demonstrates strong computer skills and knowledge necessary to effectively use, support and educate residents and customers on various programs and digital applications. 7. Discuss with residents their home internet access or need for home internet access, technology experiences and their access to devices.8. Assess resident access to technology, current digital skill level pertaining to what they need to accomplish, connectivity needs, and internet use priorities. This may include both in-person, phone, and online interactions, as well as referral to sources of additional digital literacy skill training.9. Experience using technology for professional purposes including submitting job applications, writing applications and other documents related to job applications, and professional social media websites such as LinkedIn.10. Ability to creatively solve problems and handle stressful situations in a positive manner.11. Engage with residents, inform them of available services, application procedures, training opportunities or events within the community.12. Plan and attend community outreach events.13. Assist in planning, preparing, and presenting/facilitating digital skills workshops.14. Research and follow up with end-user/customer status and information.15. Uses established work order system to log requests; monitor progress, track problem resolution, identify patterns of failure, and implement solutions. Communicates with manager regarding unresolved problems.16. Interacts with end-users/customers in an effective, courteous, and professional manner, taking into consideration end user technical literacy and skill level. 17. Coach customers on TeamPharr.net hardware and software application capabilities.18. Conduct in-home visits with community members to assist in setting up laptops, providing training, accessing home internet services, etc.19. Other duties as assigned.Competencies1. Communication2. Critical Evaluation3. Relationship Management4. Problem Solving5. Ethical PracticeSupervisory ResponsibilityThis position has no supervisory responsibilities. Work EnvironmentWhile performing the duties of this job, the employee regularly works in an office setting. A city issued uniform is provided.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and listen. The employee must occasionally lift and/or move up to 30 pounds.Position Type/Expected Hours of WorkThis is a full-time, non-exempt position, with a minimum 40-hour work week. The hours of operations for TeamPharr.Net customer service division are Monday through Friday, 7:00 a.m. to 8:00 p.m. and half days on Saturdays. Incumbent must have the ability to work flexible hours including holidays, evenings, and weekends, if needed and Operations hours are subject to change as customer demands change. Participation in City sponsored special events, training, or meetings may be required. Must be able to work flexible hours as determined by the Manager or Director in relation to service delivery requirements.

TravelLocal travel to various worksites is required. Minimum Qualifications and RequirementsRequired associate degree from an accredited college or university in the field related to business administration, human services, computer technology, digital media, teaching, or other relevant field; or an equivalent combination of training and experience will be considered. Two (2) years of experience that may include internships and training which provides the required knowledge, skills, and abilities in working with digital and virtual platforms. Bilingual English/Spanish required. Requires the incumbent to hold current valid class “C” driver’s license from the Texas Department of Public Safety with a satisfactory driving record. Knowledge, Skills, and AbilitiesKnowledge• Knowledge of the organization’s mandate, service philosophy, policies, and procedures, planning and budgeting processes.• Knowledge of adult education principles and methods• Knowledge of digital and virtual training platforms.• Knowledge of how internet and wireless network’s function.• Knowledge of issues and challenges related to improvement of broadband services, and ability to develop strategic solutions.Abilities• Ability to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device characteristics, and common online services and applications• Ability to exercise sound judgement and decision making to resolve technical problems.• Ability to analyze information and use good judgement to make decisions that may have serious consequences.• Ability to prepare reports, business correspondence and procedure manuals.• Able to work effectively under pressure and strict schedules and produce accurate and satisfactory results.• Able to communicate effectively in both English and Spanish, at all levels, both orally and in writing.• Ability to demonstrate excellent interpersonal skills, cultural sensitivity, and a sense of humor in working with diverse staff, students, and the community.Skills• Capable of delivering training programs to meet the needs of diverse adult and student participant groups.• Proficient in computer software such as Microsoft Word, PowerPoint, Excel.• Must be customer-service oriented, always have a customer friendly attitude and professional appearance.• Excellent telephone, in-person and online communication skills, including the ability to establish trust with others of varied educational and cultural backgrounds.• Strong analytical and problem-solving skills to quickly diagnose and resolve home network issues.Additional Eligibility QualificationsRequires the incumbent to hold current valid class “C” driver’s license from the Texas Department of Public Safety with a satisfactory driving record. As part of our hiring procedures, you must successfully pass a background check. Please complete the required background forms and upload them with your application. Failure to do so may cause your application to be rejected.AAP/EEO Statement The City of Pharr is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (ADA) and the Americans with Disabilities Act Amendment Act (ADAAA) the City of Pharr will provide reasonable accommodations, upon reasonable request, to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer.

The city focuses on identifying candidates who are customer oriented and committed to public service to create a culture that is committed to diversity.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.