Contract Customer Service Representative

Remote

Pay Range: $22.21 per hour

GENERAL JOB SUMMARY

The Contract Customer Service Representative is responsible for working 20 hours a week assisting DLBA customers daily with inquiries received through in person, telephone, web, and e-mail interactions. Additionally, the Customer Service Representative II provides the customer with the information they need to either resolve or escalate the concern to the Customer Service Team Lead or respective program department for rapid resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Service customers via telephone, email, web or in person interactions.
• Process customer inquiry by gathering required information to provide an appropriate solution and providing follow up if required to ensure resolution.
• Input customer inquiry and required detailed information into Salesforce.
• Answer inquiries by clarifying customer needs; researching, locating, and providing answers to inquiries, and fulfilling request.
• Escalate customer inquiry to Customer Service Team Lead when situation arises that requires management intervention.
• Demonstrate Customer Service excellence standards with every customer interaction.

QUALIFICATIONS (Knowledge, Skills, and Abilities)

• At least one (1) year experience in Customer Service.
• Must understand and have used basic accounting principles and math.
• Effective at building positive relationships with customers, staff, peers, management, and key stakeholders.
• Effective communication and conflict resolution skills.
• Must be mission-driven individual with high personal integrity and a commitment to public servicing City of Detroit residents.
• Excellent time management skills and ability to multi-task.
• Demonstrated teamwork.
• Must be highly flexible and ability to work in a dynamic service environment.
• Proficient utilizing Microsoft Office Suite and Salesforce.

EDUCATION

• High School Diploma or GED equivalent

SPECIAL REQUIREMENTS, LICENSES, AND CERTIFICATIONS

• Relevant certifications in Customer Service or clerical fields, preferred

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, walk, stand; use hands to finger, reach with hands and arms; and talk or hear. The employee is occasionally required to stoop.

WORK ENVIRONMENT: This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.