Customer Service Representative I

Hourly Wage Range: $14.66- $19.81

*This role is exclusively on-site, requiring daily commutes to the office. Therefore, candidates must reside in the Detroit/Metro-Detroit area before employment*

MISSION STATEMENT

Our mission is to return the city's blighted and vacant properties to productive use. We utilize a variety of Sales programs to make homeownership and land purchases accessible to Detroiters. Plus, we take our commitment to revitalization one step further with our Compliance and Nuisance Abatement programs, requiring renovation and occupancy to improve neighborhoods, eliminate blight, and combat real estate speculation. The Detroit Land Bank Authority works directly with individual buyers, as well as Community Partner organizations and developers for projects big and small.

About This Opportunity

Join our team and be a catalyst for positive change! We are seeking a dynamic individual passionate about community building, enrichment, and development to contribute to our mission of enhancing the quality of life in our vibrant and diverse community.

Customer Service Representative I interacts; face-to-face, via telephone, and e-mail with clients; providing them with information to address inquiries and/or resolve complaints regarding Detroit Land Bank Authority programs and services.

Essential Duties And Responsibilities

• Serve clients via telephone, email, chat or face-to-face interaction. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep detailed records of customer interactions within CRM (Salesforce)
• Exceptional customer service skills with ability to retain knowledge, pay attention to detail, organizational skills, flexibility, friendliness, calm under pressure, and effective communication
• Answer inquiries by clarifying client needs; researching, locating, and providing answers to inquiries, fulfilling requests; maintaining database to record all client activities
• Ability to de-escalate interactions with clients and maintain a peaceful work environment
• Ability to follow instructions, communication procedures, guidelines and policies
• Assist clients on lobby computer kiosks and with company website navigation
• Resolve problems by clarifying issues with other departments; escalating unresolved concerns to department management
• Effectively present information and respond to questions from department managers regarding client inquiries/concerns
• Use discretion to trouble-shoot website technical issues and determine if a website technical issue should be escalated.
• Assist customers with creating online accounts and providing technical support for online account issues, using remote support software
• Must possess exceptional interpersonal skills and be able to handle sensitive and confidential situations and documentation
• Perform other related duties as assigned
  
  

Qualifications

• One year of customer service experience
• High School Diploma or GED equivalent
• Ability to type and operate standard office equipment
• Knowledge of customer service practices and principles
• Meticulous and thorough with a strong attention to detail
• Good time management skills and ability to multi-task
• Good telephone and listening skills
• Good oral and written communication skills
• Good problem-solving skills
• Good data entry and proofreading skills
• Must be highly flexible and have the skill to work in a fast-paced, dynamic environment where priorities, demands and timelines can shift
• Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook)
• Must pass a background check
  
  

Benefits & Perks

• Paid Holidays, Sick Days & CTO
• Health Benefit: Medical/Blue Cross Blue Shield, vision, dental, EAP and short-term disability
• Free Parking
• Complimentary Beverages (water, tea, coffee etc.)
• Retirement Savings Plan (457-B)
• Certification reimbursement/ License renewal reimbursement
  
  

**AN EQUAL OPPORTUNITY EMPLOYER**