Customer Care Specialist

Job Description

Job Description

OUR ORGANIZATION:  
Kinexus Group, recognized as one of Nonprofit Times 2017, 2018, 2019, 2020, 2021, 2022 and 2026 Best Nonprofits to Work For, is a cutting-edge 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.

OUR TEAM:

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.    

OUR DESIRED OUTCOMES:

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. 

WHAT WE EXPECT FROM YOU :

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 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 

MINIMUM 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 

PREFERRED EXPERIENCE: 

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

PHYSICAL REQUIREMENTS:

• Must 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. 

WORK ENVIRONMENT:

• Competitive salary & benefits
• Opportunities for development, growth and giving back 

WHAT YOU CAN EXPECT FROM US:  

• 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.

We have unique culture that requires individuals to be BOLD, INSPIRATIONAL, ENTREPRENEURIAL and INCLUSIVE. We spend more waking hours with each other than we do with family or friends, so finding someone that adds to our culture is extremely important.

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.