CareerLink Navigator

Job Description:

Position : CareerLink Navigator (Traditional)

Classification : Non-Exempt

Reporting: Monday – Friday 8:00AM-4:30PM In-Office

Salary: $47,000/yr

Scope of Position:

• Provide high-quality customer service experience for incoming calls to the PA CareerLink® Philadelphia toll-free line (call center within a shared space)
• Respond timely to all emails received to the PA CareerLink® email account
• Support all customers- employers, partners, job seekers, WIOA participants, EARN participants, youth, C2L-PHL 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 the PHL Career Portal

Essential Functions:

• Responsible for data tracking of every service provided and utilization of the state system of record, CWDS, and the team-wide reporting platform. Data capture is a daily responsibility.
• Identify customers’ needs through strategic probing questions and active listening skills
• Present solutions to leadership in the face of real time conflict; collaborate with team members to solve department-wide conflicts
• Display excellent customer service and professional conduct when on the phone and in shared workspaces.
• Offer information about services appropriate to customer’s needs
• Address any questions or concerns in a professional manner
• 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 are successfully met
• Provide live-time guidance over the phone for how to complete the online C2L-PHL application
• When appropriate, engage in follow-up on any customers to ensure their needs are successfully met and that C2L-PHL applications are fully complete
• Help coordinate any PA CareerLink 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 assigned by supervisor(s)
• 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
• Demonstrate a fluid approach to work and actively be part of continuous improvement
• Ability to interact with a wide variety of individuals and demonstrate a positive professional attitude
• Create, make edits, or work out of any reports/documents/spreadsheets established for the success of the CareerLink Navigators’ daily tasks
• Maintain a flexible work schedule to accommodate call volume as assigned
• Other opportunities determined by Philadelphia Works Incorporated and/or System-Wide leadership. (Ex. New Project Department Responsibilities)

Education and Experience Requirements:

• 2 years of customer service experience
• Conflict resolution experience preferred
• Prior experience and comfortability with long periods on the phone
• Strong knowledge of virtual platforms and help individuals navigate online websites
• Microsoft 365 Application Proficiency (Excel, Word, PowerPoint)
• Strong verbal and communication skills
• Experience in delivering high-quality customer service
• High School Diploma preferred

EDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.