Customer Service Assistant

Michigan Works! Southeast; Ann Arbor (MI); On-site; USD 45,501,000 - 60,632,000; Full time

Job summary

Michigan Works! Southeast in Ann Arbor, MI seeks a Customer Service Assistant to support the Service Center, assist job seekers and employers, and maintain smooth daily operations.

Under the Service Center Manager, you handle data entry, prepare reports, help with resumes and workshop materials, and participate in outreach events within our Southeast Michigan counties.

Qualifications

• High school diploma or equivalent; associate or specialized training preferred.
• Proficient with Microsoft Office Suite including Word, Excel, PowerPoint and Outlook.
• One year of office experience, preferably in workforce, education, or human services settings.
• Excellent communication and interpersonal skills.
• Ability to interact professionally in stressful situations.
• Travel between service centers as necessary.

Responsibilities

• Provide excellent customer service to all internal and external customers.
• Assist UI claimants in registering for work as required by UIA, including CI page in Pure Michigan Talent Connect.
• Ensure compliance with UI work requirements.
• Comply with the Wagner-Peyser Act regulations, and the Employment Services State Polices and Manual including mandated processes for serving populations such as the Veterans and persons with disabilities
• Enter data into multiple computer databases including registering customers in data tracking systems
• Develop and download customized reports according to customer, employer or management needs
• Provide administrative assistance to staff including any necessary processing, preparing correspondence, reports, copying, maintaining and creating new files
• Work with data specialist to coordinate data information sharing
• May assist in follow-up activities including contacting customers to determine employment status and service needs
• Identify customer needs and direct them to relevant activities within service center or to partners
• May explain program services and refer to appropriate program or staff members
• Assist with Service Center coverage within the MWSE region
• Work with MWSE staff to coordinate events held at the Service Center
• Participate in MWSE outreach events
• May prepare and distribute calendars of workshops, job fairs and other events
• Properly answer telephone and route calls
• Order required office supplies with supervisor's approval
• Assist Service Center Manager with processing support services and training requests
• Handle stress appropriately and interact well with others
• Regular in-person onsite attendance
• Other duties as assigned

Skills

Customer service

Communication

Professional demeanor

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Job Title: Customer Service Assistant

Location: Michigan Works! Southeast - Ann Arbor, MI

Reports to: Service Center Manager

Supervises: N/A

FLSA Status: Full-time, Non-exempt

Come Join Our Team!

At Michigan Works! Southeast, we are the front lines of workforce development, meeting the talent demands of local employers and addressing the unique needs of the communities in Southeast Michigan. Serving Hillsdale, Jackson, Lenawee, Livingston, and Washtenaw counties, we are committed to delivering services that help businesses find skilled workers and provide a competitive edge for career seekers. By creating meaningful connections, we empower individuals to build a brighter future and support businesses in achieving their goals.

If you are passionate about making a difference in your community and want to be part of a team that helps shape the future workforce, we invite you to join us. Together, we can create pathways to success for both career seekers and employers.

Job Summary

Under the supervision of the Service Center Manager, performs consistent quality supportive services to customers accessing the Michigan Works! Service Center, employers, partners and MWSE staff. Performs routine clerical duties including data entry, correspondence, copying, filing, preparing reports and assisting with community events. The Customer Service Assistant may also perform follow-up activities and assist with the preparation of reports, job search documents including resumes, cover letters and applications, and other materials.

Essential Duties And Responsibilities

• Provide excellent customer service to all internal and external customers
• Assist Unemployment Insurance (UI) claimants in registering for work as required by the Unemployment Insurance Agency (UIA), including the completion of CI page in Pure Michigan Talent Connect.
• Ensure compliance with UI work requirements
• Comply with the Wagner-Peyser Act regulations, and the Employment Services State Polices and Manual including mandated processes for serving populations such as the Veterans and persons with disabilities
• Enter data into multiple computer databases including registering customers in data tracking systems
• Develop and download customized reports according to customer, employer or management needs
• Provide administrative assistance to staff including any necessary processing, preparing correspondence, reports, copying, maintaining and creating new files
• Work with data specialist to coordinate data information sharing
• May assist in follow-up activities including contacting customers to determine employment status and service needs
• Identify customer needs and direct them to relevant activities within service center or to partners
• May explain program services and refer to appropriate program or staff members
• Assist with Service Center coverage within the MWSE region
• Work with MWSE staff to coordinate events held at the Service Center
• Participate in MWSE outreach events
• May prepare and distribute calendars of workshops, job fairs and other events
• Properly answer telephone and route calls
• Order required office supplies with supervisor's approval
• Assist Service Center Manager with processing support services and training requests
• Handle stress appropriately and interact well with others
• Regular in-person onsite attendance
• Other duties as assigned
  
  
  

Qualifications

All Michigan Works! Southeast team members are expected to be technically competent and committed to continuous development of their skills. The following skills, knowledge and education or certifications are specifically required for this position:

• High school diploma or equivalent directly related experience; Associates or specialized business training preferred
• Proficient with Microsoft Office Suite including, Word, Excel, PowerPoint and Outlook
• One year office experience, preferably in workforce, education, or human services setting
• Excellent communication and interpersonal skills required
• Ability to interact with employees and customers in a professional manner at all times including during stressful situations is required
• Travel between service centers as necessary to meet the needs of the organization
  
  
  

Compensation: $15.87 to $21.16 per hour.

Benefits Offered:

At Michigan Works! Southeast, we are committed to supporting our employees' well-being and professional growth. We offer a comprehensive benefits package that includes:

• Medical, Dental, and Vision Insurance
• Pay in Lieu of Health Insurance
• Short- and Long-Term Disability
• Retirement Benefit with a 4% Employer Match
• Generous Paid Time Off
• Paid Holidays
• Employee Assistant Program
  
  
  

Application Process:

Apply online at Michigan Works! Southeast website https://www.mwse.org/join-our-team/

Questions regarding the application process may be directed to [e-mail]

Michigan Works! Southeast provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, marital status, veteran status, political affiliation or belief, physical or mental disability, genetic information, age, sexual orientation, gender identity, height, weight, or any other legally protected status in accordance with applicable federal, state and local laws.