About This Role
The Career Coach serves as the primary support for participants in career center programs, focusing on customer service, participant triage, and orientation to available services. This role also provides supportive administration for basic services like center usage, online service requests, workshop sign-ups, and pre-employment services, and acts as a backup for the program support specialist.
Responsibilities
- Communicate the availability of services to all career center customers, including the process for obtaining pre-employment barrier removal services from Goodwill
- Handle external communication with local employers, including employment offer verifications and potential partnership triage through phone, email, etc.
- Collect data regarding eligibility, demographics, status of employment, and pay rates
- Create, update, and maintain records and participant files (both hard-copy and digital) according to management guidelines
- Establish and maintain contact with participants through written correspondence or by telephone to better ensure positive outcomes and successful program completion
- Assist with Program Support Specialist duties and front desk operations when necessary
- Represent Goodwill at Job Fairs and other special events
- Participate and contribute in departmental and agency meetings
- Conduct pre-employment screening for potential intensive case management participants and make referrals to the appropriate Career Coach II for consideration for enrollment
- Perform other duties and special projects as assigned
- Prepare qualitative and quantitative productivity reports based on established goals and Key Performance Indicators (KPIs) as requested
- Meet all applicable goals and KPIs established by department leadership
- Maintain office equipment and conduct initial troubleshooting before escalating to I.T and Management
- Assist in the daily maintenance, cleanliness, and sanitation of the public access areas of the career center
- Ensure proper inventory of office supplies
- Perform excellent customer services for participants utilizing the career center and computer lab
Requirements
- Dynamic, enthusiastic individual with excellent interpersonal and communication skills, patience, diplomacy, and a high level of customer service skills
- Two years of demonstrated experience in customer service
- High School Diploma or equivalent
- Exemplary professionalism, organization, detail orientation, and outstanding communication skills
- People and outcome driven approach to work related activities and tasks
- Demonstrate proficiency in basic digital platforms such as Microsoft Suite, Google suite, internet browser, professional networking platforms, online application navigation, work readiness software, partner platforms, as well as Customer Relationship Management (CRM) software such as Salesforce or Caseworthy
