Outreach and Engagement Specialist
About The Position
Goodwill Greater New York and Northern New Jersey (GWNYNJ) believe that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering our inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities. We are seeking an experienced Outreach and Engagement Specialist who is responsible for providing clerical and customer service support for the PACE program. This team member will greet and provide exceptional customer service to all potential and existing clients and employ a person-centered approach with a focus on quality in a high volume, fast-paced environment. This master juggler will bring a can-do attitude to the team with a solution-oriented focus. If you are looking to join our dedicated team as an Outreach and Engagement Specialist, we want to hear from you!
Requirements
- High School Diploma or equivalent required; must be competent in Microsoft Office suite.
- Highly organized and detail-oriented
- Strong verbal and written communication skills
- Strong attention to detail with the ability to maintain accurate administrative and compliance records in a high-volume program environment.
- Comfort working within structured protocols, scripts, and escalation procedures, recognizing when issues must be referred to Career Navigators or supervisors.
Nice To Haves
- Working knowledge of Salesforce and being Spanish Bilingual is a plus
Responsibilities
- Provide a high level of customer service to all potential and incoming clients and stakeholders
- Conduct outbound client outreach (phone, text, email) to support orientation attendance, document submission, appointment reminders, and follow-up on missed or incomplete requirements.
- Track and document all client outreach and follow-up activities in program trackers and/or designated data systems to support engagement, compliance, and reporting.
- Serve as a first-point follow-up contact for clients requiring reminders related to intake documentation, attendance, or next program steps, escalating issues to Career Navigators or Supervisors as appropriate.
- Support program engagement by assisting with re-engagement outreach for clients who have become inactive or difficult to reach, using approved scripts and communication protocols.
- Manage metro-cards; covers reception as needed; Monitors/Tracks Attendance and Time; other administrative tasks.
- Maintain accurate documentation in the case management system.
Benefits
- Generous Time off policy to use when you need it
- Health, wellness and financial resources to help you achieve our personal goals
- Robust health benefits including medical, dental, vision, parental leaves and company sponsored life insurance
- Retirement matching programs and contributions
- Transit and commuter benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
