Customer Care Specialist

About the role

The Customer Care Specialist plays a crucial role within the Michigan Works! Team at Kinexus Group. They connect individuals to community resources, assist with employment and career goals, and provide administrative support.

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 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
• Aid in 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
• Livethe values - be bold, be inspirational, be entrepreneurial and be inclusive
• Continuous quality improvement

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