Customer Care Specialist

Kinexus Group•Benton Harbor, MI

11d

About The Position

Kinexus Group is a community development organization focused on creating an economically thriving Michigan. The Customer Care Specialist serves as the first point of contact for visitors to a Michigan Works! service center and supports its day-to-day operations by providing excellent customer service. The role educates customers about Michigan Works! services and the Unemployment Insurance process, responds to inquiries, and connects people with appropriate programs, initiatives, and local resources to support employment and career goals. The Specialist also provides administrative, clerical, and functional support to the Michigan Works! talent team. The role involves working with a diverse population, coordinating with embedded partners and multiple internal teams, protecting confidential information, and helping customers use technology and online services. The position requires travel between Berrien, Cass, and Van Buren counties, approximately 30% of the time, and the ability to lift up to 25 pounds at times.

Requirements

Bachelor’s degree or equivalent professional experience in business, human services, workforce development, or a related field.
Strong interpersonal and communication skills.
Passion for serving others and the community.
Knowledge of the community and services offered by embedded partners within the One Stop.
Ability to work in a team environment.
Ability to organize, prioritize, and maintain confidentiality.
Solid computer skills, including Microsoft Office, Excel, PowerPoint, and virtual meeting platforms such as Google Hangouts and Zoom.
Ability to adapt to change and work in a fast-paced environment.
Strong critical-thinking and problem-solving skills.
Ability to lift up to 25 pounds at times.
Willingness and ability to travel approximately 30% of the time between Berrien, Cass, and Van Buren counties.

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 Michigan Works! programs and services to answer job seeker questions and direct individuals to appropriate services.
Gain a thorough understanding of the Wagner-Peyser Act and applicable program and performance requirements.
Provide friendly, courteous, uplifting customer service to all customers.
Maintain current knowledge of Michigan Works! services and respond to customer inquiries.
Ensure customers are attended to promptly and work to resolve their challenges.
Follow Michigan Works! policies, procedures, code of conduct, and guidelines.
Inform or suggest existing and new services to customers, visitors, and callers.
Use the database to conduct outreach to individuals who have visited the One Stop.
Provide information and navigation assistance for Michigan Talent Connect accounts and Unemployment Insurance.
Help customers use technology, including internet access, email creation, and contacting area resources.
Protect customers’ confidential information and use it only for official purposes.
Suggest ways to promote service center services and improve customer satisfaction.
Provide data entry and administrative support to talent team staff as time allows.
Participate in professional training and courses as instructed, and share acquired knowledge to improve operations and customer experience.
Collaborate with multiple Kinexus Group teams to streamline services and maximize resources.
Model a common purpose and shared consciousness under the Team of Teams approach.
Align with Kinexus Group’s mission, vision, and values, including being bold, inspirational, entrepreneurial, and inclusive.
Contribute to continuous quality improvement and perform other duties as assigned.