Welcome Center Navigator
About The Position
The Welcome Center Navigator is the welcoming face of an American Job Center (AJC), greeting customers and supporting them as they work toward self-sufficiency and develop and enact employment plans. The role helps AJC Navigators build enrollment pipelines by maintaining consistent records of customer interactions and assisting with intake. The Navigator helps customers identify ways to meet their employment goals, including enrollment in AJC programs or referrals to partner programs. The role also supports the WIOA intake process, helps coordinate appointments and staff awareness of customer arrivals, documents interactions and referrals, presents designated WIOA Information Sessions (CSIS), and assists with enrollment and outreach goals. Additional duties and support may be assigned by the Navigation Manager or other leader.
Requirements
- Excellent communication skills in person and by phone.
- Excellent interpersonal skills.
- A pattern of excellence in customer service.
- Knowledge of deescalation techniques.
- Exceptional attention to detail and ability to manage multiple activities within a day.
- Proficiency in Microsoft Office applications.
- Strong data entry skills.
- High school diploma or equivalent.
Responsibilities
- Greet customers as they arrive at the American Job Center.
- Ensure customers have a completed profile in the system of record according to internal procedure.
- Help customers identify the best way to meet their employment goals, including AJC program enrollment or referrals to partner programs.
- Support the WIOA intake process.
- Notify AJC staff of customer arrivals and confirm appointments by phone using team-member calendars.
- Assist with the Call Center as needed and document interactions.
- Record details of referrals in the system of record.
- Present at designated WIOA Information Sessions (CSIS).
- Complete daily walk-in data.
- Assist the Navigation Manager in meeting enrollment and outreach goals.
- Support Work Experience customers learning customer service at the AJC front desk, as assigned.
- Work with the leader to identify additional supports and provide direct support for those tasks.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
