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.