Customer Care Specialist

Customer Care SpecialistBenton Harbor, MIKinexus Group, recognized as one of Nonprofit Times Best Nonprofits to Work For, is a community development organization with growing initiatives to create an economically thriving Michigan. We are change agents who create solutions for business, workforce, and community challenges to promote economic vitality.The Michigan Works Team is made up of dedicated professionals whose role is to develop the local workforce and build a talent pipeline to meet current and future needs of employers in the area. At the same time, we are helping jobseekers in our community find sustainable employment. Customers and visitors come to our office (what we call - the One Stop) with many different skill levels and work with our specialists through coaching, scholarships for classroom training in high demand occupations, and on-the-job training opportunities. We work closely with local businesses to connect jobseekers to multiple types of employment from entry level work to professional careers.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.The Customer Care Specialist is a crucial player within Michigan Works! Team. We are working with a diverse population connecting individuals to community resources. Therefore, it is critical that Specialists are knowledgeable of the community and possess general information on services provided by imbedded partners within the center. We are assisting with barriers to employment and connecting individuals with resources to reach self-sufficiency. A Customer Care Specialist will have outstanding communication skills as well as a strong ability to multi-task providing resolution for a multitude of situations that may arise and the ability to direct visitors to appropriate locations.Ensure timely opening and closure of the Michigan Works! service centerUnderstand 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 requirementsProvide excellent customer services to all customers in a friendly, courteous and uplifting mannerHave up to date knowledge about the Michigan Works! services and respond to all customer inquiries accordinglyImprove the customer experience by ensuring all customers are attended to promptly and their challenges are resolvedEnsure all Michigan Works! policies and procedures, code of conduct and guidelines are followedInform/suggest existing and new services to customers/visitors/callersUtilize database to perform outreach connections to individuals that have visited the one-stopProvide information and navigation assistance with Michigan Talent Connect accounts and Unemployment InsuranceHelp customers navigate use of technology: including but not limited to; access to the internet, creating emails and contacting area resourcesEnsure that customers' confidential information is properly protected and only used for official purposesSuggest effective ways through which the Michigan Works! service center can further promote services and increase customer satisfactionAssist with data entry and administrative support to talent team staff as time allowsContinuously 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' experienceStrong 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 timeModel 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 GroupLive our values - be bold, be inspirational, be entrepreneurial and be inclusive.Continuous quality improvementOther duties as assignedBachelor's Degree or equivalent professional experience in business, human services, workforce development, or a related fieldStrong interpersonal and communication skillsPassionate about serving others and the communityKnowledgeable of the community and services offered by imbedded partners within the one-stopCapability to work in a team environmentAbility to organize, prioritize, and maintain confidentialitySolid 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 environmentStrong critical thinking and problem-solving skillsTwo years of professional experience in business, social services, workforce development, or a related fieldSpanish bilingual abilityMust be able to lift to 25 pounds at times.Must be willing and able to travel approximately 30% of the time between Berrien, Cass, and Van Buren counties.Competitive salary & benefitsOpportunities for development, growth and giving backA 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.Kinexus Group is an Equal Opportunity Employer/Program. Auxiliary aids, reasonable accommodations and/or services are available upon request for individuals with disabilities. Michigan Relay Center: 711 Voice and TDD. Kinexus is a partner of American Job Centers.