Support Specialist

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TEAM PURPOSE

Provides comprehensive career navigation, planning, and support to job seekers, ensuring they receive the guidance and resources needed to achieve employment success. This team focuses on intake assessment, personalized career planning, and administrative support, creating a seamless experience for individuals as they navigate their career journey.


POSITION SUMMARY

Ensures accurate, timely documentation and system updates that support the career navigation process. This role plays a vital part in maintaining data quality, tracking customer progress, and closing the communication loop between teams and customers.


COMPENSATION

Earn $22.84 per hour with full-time hours, daytime schedule, and a full benefits package including PTO, health, dental, vision, and retirement plans.


MAJOR RESPONSIBILITIES

  • Maintains and updates case notes, referrals, and customer records accurately and consistently in
    designated systems.
  • Processes service outcomes and tracks milestones and follow-ups.
  • Coordinates document collection for eligibility or referrals (training, support services, etc.).
  • Follows up with customers to confirm next steps, update contact info, or clarify records.
  • Supports reporting, data validation, and follow-up tasks to maintain service flow integrity.
  • Acts as a communication bridge to ensure timely and accurate service coordination across teams.
  • Provides administrative support to Intake and Career Plan Specialists.
  • Performs other related duties as assigned.


KNOWLEDGE, SKILLS, QUALIFICATIONS

  • High school diploma or equivalent required; some college or vocational training preferred.
  • One to two years of experience in administrative support, records management, or customer service
    preferred.
  • Strong attention to detail and ability to manage large volumes of information accurately.
  • Familiarity with electronic records systems and case management software.
  • Strong communication skills, especially for follow-ups and clarification of records.
  • Organizational skills and ability to multitask in a fast-paced team environment.


COMPETENCIES/ABILITIES

  • Time Management: Effectively prioritizes tasks, uses time efficiently, and meets deadlines while
    managing multiple responsibilities.
  • Functional/Technical Skills: Demonstrates expertise in case management systems, forms processing,
    and documentation practice
  • Detail Orientation: Consistently ensures the accuracy and completeness of all records and service
    entries.
  • Process Management: Follows documentation workflows and contributes to improvements in service
    tracking and coordination.
  • Integrity and Trust: Handles sensitive information confidentially and ethically.


KEY JOB BEHAVIORS

  • Support: Collaborates effectively with coworkers and management. Promotes service excellence by
    fostering a cooperative and respectful work environment.
  • Customer Service: Consistently demonstrates empathy, professionalism, and responsiveness to
    customer needs. Takes initiative to resolve concerns and exceed expectations.
  • Communication: Communicates clearly and respectfully in both verbal and written formats. Actively
    listens, builds rapport, and adjusts communication style for different audiences.
  • Effectiveness: Reliably completes tasks and meets deadlines. Demonstrates strong follow-through and
    prioritizes work effectively to support team and customer outcomes.
  • Job Knowledge: Applies knowledge and skills effectively in daily tasks. Strives to increase expertise and
    ensures accuracy and quality in work products.


TRANSPORTATION


Reliable transportation and the ability to travel in personal or commercial vehicles as required to accomplish
assigned duties. If traveling in your personally owned vehicle, valid vehicle insurance is required.


WORK ENVIRONMENT


The working conditions are typical of a professional office environment.


PHYSICAL DEMANDS


The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. The employee is occasionally required to stand; walk;
sit; climb or balance; and stoop, kneel, crouch or crawl; and talk or hear. The employee may occasionally lift
and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required
by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
The employee must be able to perform the major responsibilities unaided or with the assistance of a reasonable
accommodation.


OTHER DUTIES


Please note this job description is not designed to cover or contain a complete listing of all activities, duties or
responsibilities that are required of the employee for this job. Duties, responsibilities and activities may
change at any time.


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