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Customer Engagement Specialist

South Bend, IN 46601

Industry: Professional/Clerical Job Number: HP16795641216 Pay Rate: $18.27 / hour Branch: Pro Resources - Workone Inc. : 1532284

Job Description

The Customer Engagement Coordinator serves as the first point of contact at the WorkOne center, providing welcoming, professional, and efficient front-desk support to customers of all ages. Employed through the youth program, this role supports both youth and adult customers by offering accurate information, facilitating referrals to appropriate services, and ensuring a positive customer experience. The coordinator promotes WorkOne programs, maintains confidentiality, supports daily office operations, and contributes to a customer-focused environment that aligns with workforce development goals.

Shift and Compensation 
  • Mon-Fri
  • 8am to 4:30pm
  • $38,000 a year 
Job Duties
  • • Ensure consistent delivery of the Regional Customer Flow Policy and support the achievement of individual performance standards while maintaining compliance with all applicable federal, state, and agency regulations.
    • Serve as a primary coordinator for customer engagement services, working closely with the welcome team, WIOA staff, and other office personnel to ensure customers are connected to appropriate services.
    • Conduct initial eligibility screenings and objective assessments to identify customer needs, strengths, and appropriate program referrals.
    • Provide accurate program information to customers and staff, including basic program definitions and service options, and respond to routine inquiries as needed.
    • Maintain accurate, timely, and compliant documentation in the case management system (e.g., ICC), including eligibility records, case notes, services delivered, outcomes, and follow-up activities.
    • Coordinate communication and documentation with WIOA staff to ensure required forms, case notes, and supporting documents are completed and maintained according to program guidelines.
    • Organize, oversee, and maintain physical and electronic files to ensure documentation supports eligibility determinations, gateway activities, service delivery, reporting, and audit requirements.
    • Assist management and administrative staff with program implementation by supporting office workflows, customer flow processes, and continuous improvement of systems and procedures.
    • Compile and utilize basic occupational, educational, and labor market information to assist in directing customers to appropriate staff, training opportunities, or employment services.
    • Facilitate or support job readiness and life skills workshops, including résumé development, interviewing skills, financial literacy, professionalism, and workplace readiness.
    • Conduct follow-up with participants after program exit in accordance with WIOA timelines to document outcomes and provide continued support or referrals as appropriate.
    • Serve as a positive role model, mentor, and advocate for youth participants, supporting confidence-building, engagement, and persistence.
    • Support reporting, evaluation, and data quality efforts by accurately tracking services, outcomes, and performance metrics and assisting with audit readiness.
Background Profile
  • Required Skills and Abilities: 
    • Associate Degree in Education, Marketing, Business, or related field and/or equivalent combination of training and experience. Baccalaureate Degree preferred. 
    • Bi-Lingual (Spanish) Preferred.
    • Experience working with youth or young adults, especially those facing barriers to success. 
    • Understanding of WIOA youth services and performance metrics preferred. 
    • Self-starter with ability to work independently and collaboratively in a team environment. 
    • Proficiency in Microsoft Office and electronic case management systems. 
    • Commitment to maintaining confidentiality and delivering services with integrity and compassion. 
    • Basic proficiency in planning and delivering public presentations related to WorkOne programs.
    • Ability to file, post, and mail materials while maintaining accurate, organized records.
    • Deliver services with a commitment to equity, inclusivity, and cultural responsiveness, ensuring all customers are treated with dignity and respect.
Equipment Used

This position requires regular use of a computer, internet, and database systems for documentation and reporting. Communication is conducted via email, phone, and virtual meeting platforms. Additional equipment includes a printer, scanner, and copier for administrative tasks and participant support. 

Work Environment and Travel Expectations:

This position is primarily based in an office setting involving sitting and walking at will, sitting/standing/walking for long periods, keyboarding, close and far vision, hearing sounds/communication, and speaking clearly. Requires consistent travel within offices and community-based environments as well as possible schedule changes.

#workone

Meet Your Recruiter

Heather Eash
Regional Manager

Originally joining the Pro Resources team in 2004, Heather has 13+ years of experience focused on human resources, customer service, leadership, training and development, and employee relations. Her passion for the staffing industry and leadership characteristics have allowed her to build lasting relationships with customers, colleagues, and associates. In her current role, Heather is responsible for the operational management of our Angola, Auburn, and Kendallville branches in Indiana, as well as a strategic partnership in Oelwein, Iowa. She leads a team of tenured professionals and is a highly effective mentor to our newer team members, establishing a strong foundation for customer engagement and staffing innovation. Heather’s warm personality provides positive support and a degree of comfort to her staffing team, which fosters creativity and teamwork. Heather is a poised and professional manager, committed to quality and integrity above all else. Heather is a Certified Staffing Professional through the American Staffing Association and a member of Northeastern Indiana Human Resources Association.

When she is not plugging away at work, Heather enjoys cheering on her daughters at dance competitions, pursuing her passion of photography, or spending time with her family and friends.

Locally-owned since 1986, Pro Resources is an employment services firm specializing in short-term, long-term and direct hire staffing in the Industrial, Clerical and Professional job markets. At Pro Resources, we are more than just a staffing firm. As our employee, there is never a fee for our service. We strive to match your skills, qualifications and desires to our customers’ open positions. We offer healthcare, dental and vision benefits, direct deposit, pay card services, referral bonuses and employee of the month rewards. At each of our 16 locations, we look forward to helping you find the perfect job opportunity to begin your new career.
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About South Bend, IN

Ready to embark on an exciting career journey in the vibrant region around South Bend, Indiana? This dynamic area offers an array of job opportunities in industries like healthcare, education, and manufacturing, with renowned employers like the University of Notre Dame and Beacon Health System. Surround yourself with the charm of the South Bend area, known for its beautiful riverwalk, iconic Notre Dame Stadium, and vibrant art scene at the South Bend Museum of Art. Explore diverse cuisine, catch a South Bend Cubs baseball game at Four Winds Field, or experience the thrill of catching a show at the Morris Performing Arts Center. Discover the perfect balance of career growth and quality of life in this enchanting region – check out our job listings now and start your next chapter in South Bend, Indiana!