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Career Coach One

5 months ago

Las Vegas, United States Goodwill Industries Of So Full time
Job DescriptionJob Description

ESSENTIAL EXPECTATIONS

Customer Service Expectations

Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

Diversity, Equity, and Inclusion Expectations

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of our individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations

At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONS

Position Expectations

Career Coach is intended to be the first line of support for career center program participants. Career coach I is primarily responsible for career center customer service, participant triage, orientation of services, and performing supportive administration for “basic” services such as center usage, online service requests, workshop sign-ups, and letter-of-intent-to-hire pre-employment services. Career Coach also serves as the first back-up to the program support specialist role.

Responsibilities

  • Communicates the availability of services to all career center customers, including the process of obtaining pre-employment barrier removal services from Goodwill.
  • Handles external communication with local employers, including employment offer verifications and potential partnership triage through phone, email, etc.
  • Collects data regarding eligibility, demographics, status of employment and pay rates. Creates, updates, and maintains records and participant files (both hard-copy and digital file) according to management guidelines.
  • Establishes and maintains contact with participants through written correspondence or by telephone to better ensure positive outcomes and successful program completion.
  • Assists with Program Support Specialist duties and front desk operations when necessary.
  • Represents Goodwill at Job Fairs and other special events. Participates and contributes in departmental and agency meetings.
  • Conducts Pre-employment screening for potential intensive case management participants and makes referrals to the appropriate Career Coach II for consideration for enrollment.
  • Performs other duties and special projects as assigned.
  • Prepares qualitative and quantitative productivity reports based on established goals and Key Performance Indicators (KPIs) as requested.
  • Meets all applicable goals and KPIs established by department leadership.
  • Maintains office equipment and conducts initial troubleshooting before escalating to I.T and Management.
  • Assists in the daily maintenance, cleanliness, and sanitation of the public access areas of the career center. Ensures proper inventory of office supplies.
  • Performs excellent customer services for participants utilizing the career center and computer lab.

Education, Experience, and Requirements

  • Dynamic enthusiastic individual with excellent interpersonal and communication skills, patience, diplomacy, and high level of customer service skills.
  • Two years of demonstrated experience in customer service.
  • Proven experience working with individuals who have barriers to employment from various socio-economic, professional, and ethnic backgrounds preferred. Specific population experience including low income, justice/system involved, homeless/unsheltered individuals, domestic violence survivors, veterans, basic skills deficiency, and those with multiple barriers a plus.
  • Excellent interpersonal and cross-cultural communication skills and ability/willingness to work with economically and culturally diverse clientele.
  • 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.
  • Demonstrates 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.
  • Bilingual in Spanish is a plus.
  • Exhibits a high level of integrity and business ethics.

Environmental Factors

  • · Majority of duties performed in an office environment with regulated temperatures. Other duties may be performed outside the office environment where no cooling or heating will be available. Exposure to extreme heat, cold, dust and humidity may be a possibility

Physical Factors

· Able to lift, carry, push, and pull a minimum of 25 pounds.

Prolonged standing, walking, reaching, stooping, lifting, pulling, carrying, sitting at a desk, and working on a computer.