CareerLink Navigator

Salary $42,000 year

Position: CareerLink Navigator

Classification: Non-Exempt

Scope of Position:

• Provide 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, 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:

• 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 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 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 program within PA CareerLink Philadelphia’s system.
• 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.
• Implement project management skills, tools, and methods
• 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
• 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
• Maintain a flexible work schedule to accommodate call volume as assigned
• Other opportunities as available

Education and Experience Requirements:

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