Customer Care Specialist

Kinexus Group • Paw Paw, MI

12h

About The Position

As the first line of contact visitors have with Michigan Works!, the Customer Care Specialist is expected to be courteous, friendly, helpful and presentable at all times. The primary function of the Specialist is to assist with day-to-day operations of the Michigan Works! service center through the provision of excellent customer service. This is accomplished by educating customers on new and existing Michigan Works! services, education of the Unemployment Insurance process, addressing customer inquiries, and providing referrals to local resources.
The Customer Care Specialist is required to be knowledgeable of core services and refers customers/visitors to Michigan Works! programs and initiatives to assist customers with employment and career goals. Secondary functions of this role include providing administrative, clerical and functional support to the Michigan Works! talent team.

Requirements

• Bachelor’s Degree or equivalent professional experience in business, human services, workforce development, or a related field
• Strong interpersonal and communication skills
• Passionate about serving others and the community
• Knowledgeable of the community and services offered by imbedded partners within the one-stop
• Capability to work in a team environment
• Ability to organize, prioritize, and maintain confidentiality
• Solid computer skills and ability in Microsoft, Excel, Power Point and virtual meeting platforms (ex: Google Hangout, Zoom)
• Ability to adapt to change and work in a fast-paced environment
• Strong critical thinking and problem-solving skills

Nice To Haves

• Two years of professional experience in business, social services, workforce development, or a related field
• Spanish bilingual ability

Responsibilities

• Ensure timely opening and closure of the Michigan Works! service center
• Understand all Michigan Works! Programs and services to better answer job seeker questions and to triage individuals to their next experience with Michigan Works!
• Gain a thorough understanding of the Wagner-Peyser Act and all program and performance requirements
• Provide excellent customer services to all customers in a friendly, courteous and uplifting manner
• Have up to date knowledge about the Michigan Works! services and respond to all customer inquiries accordingly
• Improve the customer experience by ensuring all customers are attended to promptly and their challenges are resolved
• Ensure all Michigan Works! policies and procedures, code of conduct and guidelines are followed
• Inform/suggest existing and new services to customers/visitors/callers
• Utilize database to perform outreach connections to individuals that have visited the one-stop
• Provide information and navigation assistance with Michigan Talent Connect accounts and Unemployment Insurance
• Help customers navigate use of technology: including but not limited to; access to the internet, creating emails and contacting area resources
• Ensure that customers’ confidential information is properly protected and only used for official purposes
• Suggest effective ways through which the Michigan Works! service center can further promote services and increase customer satisfaction
• Assist with data entry and administrative support to talent team staff as time allows
• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge for the improvement of operations and customers’ experience
• Strong collaboration skills and ability to work with multiple teams within Kinexus Group to streamline services, and maximize all resources in support of the right service at the right time
• Model the way for a common purpose and shared consciousness under our Team of Teams approach.
• Accountability to align with the mission, vision and values of Kinexus Group
• Live our values - be bold, be inspirational, be entrepreneurial and be inclusive.
• Continuous quality improvement
• Other duties as assigned

Benefits

• Competitive salary & benefits
• Opportunities for development, growth and giving back
• A robust onboarding experience to integrate you into our team.
• Team of Teams training in support of the organizational strategies.
• Job training and development to ensure you are established and growing in your role.
• Cross Operational Meetings with your peers.
• Exceptional benefits.
• Be a part of transformational change in Michigan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level