MI Tri-Share Engagement Specialist

Heart of West MI United Way • Grand Rapids, MI

1d • Remote

About The Position

For more than 100 years, Heart of West Michigan United Way has been dedicated to strengthening local communities and driving lasting change across Allegan, Kent, and Ottawa counties. They focus on strengthening local resilience and advancing financial security, health, youth opportunity, and community resiliency. The MI Tri-Share Child Care Program, a key initiative, helps working families access affordable, licensed child care by splitting costs equally among the employer, employee, and the State of Michigan. This model supports workforce recruitment, retention, and economic stability for Michigan families while strengthening communities statewide. As the MI Tri-Share Engagement Specialist, you will play a critical role in ensuring a smooth, positive experience for employees, employers, and partners participating in the MI Tri-Share and MI Care-Share Programs. This role is ideal for someone passionate about customer service, making a meaningful impact, building relationships, solving problems, and supporting families and employers in navigating important benefits. It suits individuals who thrive in a fast-paced, mission-driven environment and are comfortable working remotely while staying highly engaged with stakeholders.

Requirements

• High school diploma or equivalent (required)
• Minimum of 3 years of customer service experience
• Proficiency with Microsoft 365 applications (Word, Excel, PowerPoint, OneDrive)
• Strong verbal and written communication skills
• Ability to accurately enter and manage data in database systems
• High level of problem-solving, prioritization, and analytical skills
• Attention to detail with a commitment to accuracy and confidentiality
• Ability to build and maintain positive working relationships with a diverse population
• Self-motivated, accountable, and comfortable working in a team-based remote work environment
• Must be able to work remotely with reliable internet access and a quiet, professional workspace for phone calls
• Applicants must reside in the state of Michigan

Responsibilities

• Handling day-to-day inbound and outbound communication via phone, email, and text with all MI Tri-Share stakeholders
• Providing high-quality customer service and timely responses to participant inquiries
• Actively listening to stakeholder needs and offering helpful, accurate program information
• Verifying eligibility information and processing transactions with a high level of accuracy
• Collecting required documentation and making corrections to records as needed
• Monitoring, tracking, and reporting on engagement activities
• Collaborating cross-functionally with internal team members in a remote or hybrid environment
• Supporting additional projects and duties as assigned

Benefits

• Medical, Dental and Vision Insurance
• 401(k) plan with employer match
• Employer paid group Life/AD&D and Long-term Disability
• Flexible Spending Account or Health Savings Account
• A generous PTO plan that includes Personal/Sick time, Vacation time, and Paid Holidays
• Pine Rest Employer Assistance Program for ALL household members

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED