Customer Support/External Liaison
OFFICE OF MULTIPLE PATHWAYS
440 N. BROAD ST.
PHILADELPHIA, PA 19130

Central Office

Job Number: 4600167304

Start Date:

Open Date: 11/30/2018

Closing Date:

Job Summary
Supports the program administration functions for the Re-engagement Center (REC). The Re-engagement Center aims to provide out-of-school youth and adults with information and services that facilitate their successful re-enrollment into an educational program resulting in a high school diploma or equivalency. The Customer Support Liaison supports the REC staff and participants by managing pertinent information that impacts the success of the program. Serves as the first point of contact for REC participants, inputs their information into the data management system, generates reports to document project progress, and keeps a log of education program options available to youth. Work involves assisting the Re-engagement Center Program Manager, partner staff and community-based organizations in providing services to students. The Customer Support Liaison interacts with students and parents and provides information.
Essential Functions

• Manages intake process for REC participants: welcome, process overview and directs clients to a case manager.
• Enters data on program outcomes and creates youth profiles in data management system; retrieves education profiles from the student information system and uploads them to the database.
• Creates and updates a calendar of enrollment cycles and registration dates for educational programs.
• Maintains a listing of academic skill building programs, supportive services, and employment opportunities for participants.
• Upkeeps data management system: conducts periodic spot checks to ensure information is up to date and accurate and generates reports.
• Assists the REC Manager in drafting progress reports.
• Provides administrative support to REC team.
• Proctors and retrieves test scores.
• Works with schools to publish diplomas for graduating students.
• Participates in community and partnership meetings: reports out on project outcomes and program offerings.
• Provides students and families with information on educational options.
• Compiles participant profiles and forwards information to the receiving educational program.

Minimum Requirements

• High school diploma or equivalent.
• Four years of full-time, paid, customer support experience which have involved using a database to log inquiries.
• All work experience related to the position must be included on the resume.

Knowledge, Skills and Abilities
Demonstrated knowledge of:

• methods and techniques associated with effectively addressing numerous inquiries.
• office principles, practices and procedures.

Demonstrated ability to:

• maintain a log of the inquiries received.
• interact with the public.
• maintain records and prepare reports.
• learn and explain the personnel policies and practices of the School District.
• use computer applications, including Microsoft Word and Excel.
• communicate effectively, both orally and in writing.
• establish and maintain effective working relationships.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Additional Job Information: This is a non-represented position. The salary grade for this role is 4017.

Interviews may be conducted to determine how well a candidate meets the established criteria. Please note that not all qualified candidates may be selected for an interview.