CareerLink Navigator (Traditional)

EDSI; Philadelphia (Philadelphia County); On-site; USD 42,000 - 52,000; Full time

Job summary

EDSI's CareerLink Navigator in Philadelphia provides high-quality customer service for incoming calls and emails related to PA CareerLink. In-office role supporting diverse clients including employers, job seekers, and program participants.

The position emphasizes data tracking in CWDS, navigating the PHL Career Portal, and coordinating with staff to connect customers to the right resources. Strong communication and Microsoft 365 skills are essential.

Qualifications

• Minimum 2 years of customer service experience.
• Experience handling high-volume phone calls.
• Strong knowledge of virtual platforms and navigating online websites.
• Proficiency with Microsoft 365 (Excel/Word/PowerPoint).
• High School Diploma preferred.

Responsibilities

• Handle incoming calls and emails, routing to appropriate staff.
• Record all interactions in CWDS and reporting platforms daily.
• Provide live guidance on using the PHL Career Portal.
• Support employers, job seekers, and partners with center resources.
• Collaborate with team to improve processes and center dashboards.
• Maintain professional conduct in a shared office environment.

Skills

Customer service

Conflict resolution

Phone communication

Active listening

Documentation

Education

High School Diploma

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Job Description:Position : CareerLink Navigator (Traditional)Classification : Non-ExemptReporting: Monday – Friday 8:00AM-4:30PM In-OfficeSalary: $47,000/YearScope 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 accountSupport 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 systemSupport customers with navigation of virtual services, including those offered on the PHL Career PortalEssential 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 skillsPresent solutions to leadership in the face of real time conflict; collaborate with team members to solve department-wide conflictsDisplay excellent customer service and professional conduct when on the phone and in shared workspaces.Offer information about services appropriate to customer’s needsAddress any questions or concerns in a professional mannerRoute the customer to the appropriate staff person or department to deliver the service requestedWhen appropriate, engage in follow-up on any customers to ensure their needs are successfully metProvide live-time guidance over the phone for how to complete the online C2L-PHL applicationWhen appropriate, engage in follow-up on any customers to ensure their needs are successfully met and that C2L-PHL applications are fully completeHelp coordinate any PA CareerLink customer surveys or specialized outreach effortsDocument all incoming calls and emails through a standardized spreadsheetOffer active walk-through guidance of the PHL Career Portal platformParticipate in daily meetings assigned by supervisor(s)Communicate routinely with all CareerLink service providers to ensure knowledge of services and points of contact are currentContinuously update resource guide and reference lists for points of contact based on service, center, and customer categoryDemonstrate a fluid approach to work and actively be part of continuous improvementAbility to interact with a wide variety of individuals and demonstrate a positive professional attitudeCreate, make edits, or work out of any reports/documents/spreadsheets established for the success of the CareerLink Navigators’ daily tasksMaintain a flexible work schedule to accommodate call volume as assignedOther 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 experienceConflict resolution experience preferredPrior experience and comfortability with long periods on the phoneStrong knowledge of virtual platforms and help individuals navigate online websitesMicrosoft 365 Application Proficiency (Excel, Word, PowerPoint)Strong verbal and communication skillsExperience in delivering high-quality customer serviceHigh School Diploma preferredEDSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.