Administrative Assistant - Temp

JEVS Human Services•Philadelphia, PA

1d•Hybrid

About The Position

At JEVS, we help the people we serve lead self-determined, connected, and hopeful lives that strengthen themselves, their families, and their communities. Our team is more than 1,000 strong, serving the Greater Philadelphia community tirelessly for over 80 years. Our programs are designed to help individuals have a better quality of life. We serve those with disabilities and people facing tough socio-economic conditions. We believe everyone deserves fulfilling jobs, educational opportunities, and access to vital services. About Career Connected Learning PHL: Career Connected Learning PHL (“C2L-PHL”) is the new initiative for work-based learning and career exploration for Philadelphia residents ages 12-24. The initiative is a streamlined investment between the City of Philadelphia, the School District of Philadelphia, and Philadelphia Works. On behalf of these partners, JEVS Human Services will serve as a Fiscal and Contracting Intermediary responsible for managing and overseeing a large network of youth service providers. Providers will operate year-round work-based learning programs, during the summer and/or school year, for youth and young adults to explore different career paths, gain hands-on experience, and develop essential skills. Activities will include but are not limited to internships, job shadowing, career exploration, professional development, and other experiential learning projects. The primary objectives of C2L-PHL programs are: Youth are given access and experiences to explore different career paths and fields. Youth are equipped with the tools and skills they need to explore, set, and achieve career goals. Youth know how to identify and utilize their strengths and passions to inform career decisions. Summary: Support the operations to manage inquiries submitted to C2L-PHL for the summer session. Key goals of the position include reviewing and assigning inquiries to the appropriate staff and ensuring responsiveness. This role is hybrid, at least 3 days onsite (in Center City) required weekly. Note that depending on the needs of the program, the number of days could fluctuate from 3 to 5 days a week on site.

Responsibilities

Provide exceptional customer service to clients via the ticketing system
Respond promptly, accurately, and professionally to customer inquiries and concerns.
Adhere to communication procedures, guidelines, and policies.
Process and communicate new correspondence to the appropriate C2L-PHL team members upon receipt.
Collaborate with the C2L-PHL team to develop and utilize communication templates.
Follow up on open issues keeping Operations Coordinator informed of escalation required.
Manage a ticket queue by updating work notes, tracking statuses, and meeting response and resolution expectations.
Perform initial triage and basic troubleshooting for routine enduser issues.
Research inquiries using internal/external tools and coordinate with team members for timely and effective resolution to ensure a seamless customer experience.
Handle a large volume of customer queries in a fast-paced environment.
Partner with the Operations Coordinator to serve as a main point of contact for incoming and outgoing inquiries.
Adhere to established security and privacy practices during support interactions, including verification of user identity and proper handling of sensitive information.
Collaborate with C2L-PHL customer service line to troubleshoot youth participant, provider, and/or employer issues to ensure responsiveness.
Attend internal program, divisional, organization-wide, and other team related meetings to ensure regular communication and coordination within JEVS whenever needed.
Perform other job-related duties as assigned including support to other team members and other responsibilities as capacity allows.