CareerLink Navigator (Traditional)

EDSI (Educational Data Systems, Inc.)

2d•Onsite

About The Position

The CareerLink Navigator provides high-quality customer service to callers and email contacts for PA CareerLink® Philadelphia. The position supports employers, partners, job seekers, program participants, youth, and returning citizens by identifying their needs, sharing relevant service information, and connecting them with the appropriate people or departments. Navigators also guide customers through virtual services, including the PHL Career Portal and C2L-PHL applications. The role requires daily data tracking and documentation of services, calls, and emails using CWDS, team reporting tools, and standardized spreadsheets. Navigators coordinate with service providers to keep resource guides and contact information current, participate in assigned meetings, assist with surveys and outreach, and contribute to continuous improvement. The position is non-exempt and is performed in-office Monday through Friday, 8:00 a.m. to 4:30 p.m.

Requirements

At least 2 years of customer service experience.
Comfort with long periods on the phone.
Strong knowledge of virtual platforms and ability to help individuals navigate websites.
Proficiency with Microsoft 365 applications, including Excel, Word, and PowerPoint.
Strong verbal and communication skills.
Experience delivering high-quality customer service.
Ability to interact with a wide variety of individuals and maintain a positive, professional attitude.

Nice To Haves

Conflict resolution experience.
High school diploma.

Responsibilities

Provide customer service for incoming calls to the PA CareerLink® Philadelphia toll-free line and respond promptly to emails.
Direct employers, partners, job seekers, program participants, youth, and returning citizens to appropriate CareerLink services and contacts.
Help customers navigate virtual services, including the PHL Career Portal.
Track every service provided and use CWDS and the team-wide reporting platform for daily data capture.
Identify customer needs through probing questions and active listening.
Offer information appropriate to customer needs, answer questions professionally, and route customers to the right staff member or department.
Provide live telephone guidance for completing the online C2L-PHL application and follow up as appropriate to ensure customer needs and applications are complete.
Document incoming calls and emails in a standardized spreadsheet.
Assist with customer surveys and specialized outreach efforts.
Participate in meetings assigned by supervisors.
Communicate with CareerLink service providers to keep knowledge of services and points of contact current.
Maintain and update resource guides and contact lists based on service, center, and customer category.
Collaborate with team members and present solutions to leadership when real-time conflicts arise.
Contribute to continuous improvement and create, edit, or use reports, documents, and spreadsheets supporting daily Navigator tasks.
Maintain a flexible work schedule to accommodate call volume as assigned.
Perform other responsibilities assigned by Philadelphia Works Incorporated or System-Wide leadership.