Retention Specialist (930223)

Equus•Providence, RI

About The Position

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites. Job Description Responsible for performance calculations and achievement of contractual reporting requirements, including (but not limited to) new customer employments, job classifications and details, employment status at customers' sixth month of enrollment, and median earnings after program exit Retain customer contact by building relationships, addressing concerns, and developing strategies to increase employment satisfaction and professional growth Develop and implement targeted retention strategies, programs, and initiatives to enhance customer feedback Analyze customer behavior, feedback, and satisfaction data to identify trends, potential issues, and opportunities for improvement Work with the Employment Services team to streamline processes, share customer feedback, and ensure a customer-centric approach Responsible for collecting supplemental wage data by utilizing proper forms (Employment Verification Form and Consent for Release of Information) to fax/email to employers; track all faxes/emails for supplemental wage data; and attempt other methods (check stubs, work number, phone call, etc.) of collecting information if employer does not respond Maintain customer records, including file preparation, organization of files, and verification that all information has been received and properly entered/reported in the Quickbase system Conduct follow-up interviews with participants and identify the appropriate information to collect (i.e. new address, phone numbers, additional contact information, and supplemental wage information) and provide job leads/employment referrals if unemployed and seeking employment Prepare and maintain records and case files, proper documentation of services provided, narratives of client contacts, or relevant correspondence and monitor and record clients' progress to ensure that goals and objectives are met Maintain an awareness of socioeconomic factors bearing on unemployment, local labor community problems, and/or resources relating to the labor market Responsible for providing follow-up services, Labor Market Information, job leads, and employment referrals to ensure job retention and skill enhancement opportunities Perform ongoing duties as a Career Advisor for a reduced caseload of up to fifteen customers Other duties as assigned

Requirements

Bachelor's degree or higher in a related field
Two or more years of experience as a Career Advisor with a particular focus on adult and dislocated workers
Two or more years clerical experience, of which one must include a responsible level of organizational responsibilities
Requires excellent communication skills (written, verbal, and phone); fluency in English and Spanish is preferred
Demonstrate proficiency in software including but not limited to Microsoft Windows, Microsoft Office, Microsoft Excel, and Microsoft Access (Database)
Demonstrate proficiency in Internet usage
Attention to detail; ability to complete work timely with minimal errors
Strong organizational and time management skills

Responsibilities

Responsible for performance calculations and achievement of contractual reporting requirements, including (but not limited to) new customer employments, job classifications and details, employment status at customers' sixth month of enrollment, and median earnings after program exit
Retain customer contact by building relationships, addressing concerns, and developing strategies to increase employment satisfaction and professional growth
Develop and implement targeted retention strategies, programs, and initiatives to enhance customer feedback
Analyze customer behavior, feedback, and satisfaction data to identify trends, potential issues, and opportunities for improvement
Work with the Employment Services team to streamline processes, share customer feedback, and ensure a customer-centric approach
Responsible for collecting supplemental wage data by utilizing proper forms (Employment Verification Form and Consent for Release of Information) to fax/email to employers; track all faxes/emails for supplemental wage data; and attempt other methods (check stubs, work number, phone call, etc.) of collecting information if employer does not respond
Maintain customer records, including file preparation, organization of files, and verification that all information has been received and properly entered/reported in the Quickbase system
Conduct follow-up interviews with participants and identify the appropriate information to collect (i.e. new address, phone numbers, additional contact information, and supplemental wage information) and provide job leads/employment referrals if unemployed and seeking employment
Prepare and maintain records and case files, proper documentation of services provided, narratives of client contacts, or relevant correspondence and monitor and record clients' progress to ensure that goals and objectives are met
Maintain an awareness of socioeconomic factors bearing on unemployment, local labor community problems, and/or resources relating to the labor market
Responsible for providing follow-up services, Labor Market Information, job leads, and employment referrals to ensure job retention and skill enhancement opportunities
Perform ongoing duties as a Career Advisor for a reduced caseload of up to fifteen customers
Other duties as assigned