CareerLink Navigator

EDSI (Educational Data Systems, Inc.)

13d•$42,000•Onsite

About The 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

Requirements

2 years of customer service experience
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

Nice To Haves

Conflict resolution experience preferred

Responsibilities

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 customer’s 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 as 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)