Detroit Land Bank Authority
Customer Service Representative II
Detroit Land Bank Authority, Detroit, Michigan, United States, 48228
EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Description
Hourly Wage Range:
$16.44- $22.21
*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.
Employees in this job 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 Exceptional customer service skills with ability to retain knowledge, pay attention to detail, organizational skills, flexibility, friendliness, calm under pressure, and effective communication. 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) Use discretion to trouble-shoot website technical issues and determine if a website technical issue should be escalated. Answer inquiries by clarifying client needs; researching, locating, and providing answers to inquiries, fulfilling requests; maintaining database to record activities Effectively present information and respond to questions from department managers regarding client inquiries/concerns Must possess exceptional interpersonal skills and be able to handle sensitive and confidential situations and documentation Resolve problems by clarifying issues with other departments, escalating unresolved concerns to department management Use discretion to trouble-shoot website technical issues and determine if a website technical issue should be escalated Fulfill email inquiries by clarifying desired information, replying to customers with resolutions and forwarding requests, if necessary Ability to de-escalate interactions with clients and maintain a peaceful work environment Research and analyze processes to assure quality control, communicate process discrepancies with department manager Exemplify proficiency in DLBA programs and policies as it relates to customer inquiries Produce and provide daily/weekly/monthly/yearly walk-in reports, as requested by manager Assist with producing support materials for Client Services Assist with training new and existing employees Assist customers with creating online accounts and providing technical support for online account issues, using remote support software Data entry and maintenance of database spreadsheets Relieve in-office services CSRs for breaks and time off, maintaining staffing capacity Place follow up calls from email inquiries Perform other related duties as assigned, assist with special projects QUALIFICATIONS
High School Diploma or GED equivalent At least three (3) years' customer service experience Data entry and data base experience Relevant certifications in customer service or clerical fields, preferred Ability to type and operate standard office equipment Ability to follow instructions, communication procedures, guidelines and policies 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**
This position is currently accepting applications.
Description
Hourly Wage Range:
$16.44- $22.21
*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.
Employees in this job 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 Exceptional customer service skills with ability to retain knowledge, pay attention to detail, organizational skills, flexibility, friendliness, calm under pressure, and effective communication. 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) Use discretion to trouble-shoot website technical issues and determine if a website technical issue should be escalated. Answer inquiries by clarifying client needs; researching, locating, and providing answers to inquiries, fulfilling requests; maintaining database to record activities Effectively present information and respond to questions from department managers regarding client inquiries/concerns Must possess exceptional interpersonal skills and be able to handle sensitive and confidential situations and documentation Resolve problems by clarifying issues with other departments, escalating unresolved concerns to department management Use discretion to trouble-shoot website technical issues and determine if a website technical issue should be escalated Fulfill email inquiries by clarifying desired information, replying to customers with resolutions and forwarding requests, if necessary Ability to de-escalate interactions with clients and maintain a peaceful work environment Research and analyze processes to assure quality control, communicate process discrepancies with department manager Exemplify proficiency in DLBA programs and policies as it relates to customer inquiries Produce and provide daily/weekly/monthly/yearly walk-in reports, as requested by manager Assist with producing support materials for Client Services Assist with training new and existing employees Assist customers with creating online accounts and providing technical support for online account issues, using remote support software Data entry and maintenance of database spreadsheets Relieve in-office services CSRs for breaks and time off, maintaining staffing capacity Place follow up calls from email inquiries Perform other related duties as assigned, assist with special projects QUALIFICATIONS
High School Diploma or GED equivalent At least three (3) years' customer service experience Data entry and data base experience Relevant certifications in customer service or clerical fields, preferred Ability to type and operate standard office equipment Ability to follow instructions, communication procedures, guidelines and policies 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**
This position is currently accepting applications.