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.
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.
