Job Description: Position : CareerLink Navigator (Traditional) Classification : Non-Exempt Reporting: Monday – Friday 8:00AM-4:30PM In-Office Salary: $47,000/Year Scope of 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 Essential Functions: 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 customers’ 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 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) Education and Experience Requirements: 2 years of customer service experience Conflict resolution experience preferred 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 EDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our Mission Statement We must strive to create enthusiasm in our clients, see through their eyes, understand their needs and deliver more than they expect. Why We Do What We Do At EDSI *We believe we can help our customers overcome their most challenging obstacles *We believe in seeing through other people's eyes *We believe that we can make a difference in people's lives *We believe in meeting people where they are today and helping them to realize a better tomorrow *We believe in living our professional lives in service to others EDSI (Educational Data Systems, Inc.) is a national workforce development, training solutions and consulting company with a passion for helping great companies and communities train and retain great people. EDSI works with regions, employers and jobseekers to overcome their most challenging obstacles. Founded in 1979 and headquartered in Dearborn, Michigan, the company employs more than 800 people across the country. EDSI is a National Best and Brightest® Companies To Work For award winner. For over 45 years, EDSI has worked with workforce development agencies, regional partners and employers to assess and understand workforce development needs and deliver solutions to build better workforces. The company operates more than 120 contracts providing successful business services and jobseeker placement and retention services across the country. EDSI also provides world class training and consulting solutions to a variety of corporations, public entities and governmental agencies. Our history of success stems directly from our commitment to providing our clients with the absolute highest level of service through our diverse and talented team.

CareerLink Navigator (Traditional).

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