at Kansas Department of Commerce in Hays, Kansas, United States
Job Description
Position Summary:
The Virtual Navigator will provide real-time assistance to job seekers and employers through the KANSASWORKS.com online chat platform, including account assistance, system navigation, workforce services, and referrals. When not assisting virtual customers, this position will provide in-person workforce services at the Hays Workforce Center, including job search assistance, resume review, career guidance, and employer support.
Job Responsibilities may include but are not limited to the following:
- Provide virtual customer assistance through the KANSASWORKS.com Virtual Engagement Center by responding to inquiries, troubleshooting technical issues, and assisting customers with online system functionality.
- Interpret agency policies, procedures, and operational practices while assisting customers with account access and navigation, referring complex issues to the appropriate staff when necessary.
- Utilize Virtual Engagement Center technology and established security procedures to verify customer identity, manage multiple customer interactions, and deliver timely, accurate customer service.
- Provide guidance to job seekers, employers, and training providers regarding KANSASWORKS.com services, workforce programs, and available employment and training resources.
- Assist customers with account maintenance, resume and job posting functions, and explain workforce program requirements, services, and available resources.
- Conduct initial customer screening to assess workforce service needs and facilitate referrals to internal programs, partner agencies, and community resources.
- Maintain current knowledge of workforce programs and partner services to ensure accurate guidance and effective referrals
