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Customer Service Representative I Paratransit

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Customer Service Representative I Paratransit

Salary

$38,684.00 - $43,702.00 Annually

Location

100 Mack Avenue, MI

Job Type

Certified-Regular Civil Service

Job Number

202504081021DOTDJ

Department

Dept of Transportation

Division

DDOT Vehicle Operation

Opening Date

05/29/2025

Bargaining Unit

9000-Non Union Salary Regular Service General

+ Description

+ Benefits

+ Questions

Description

The City of Detroit's Department of Transportation (DDOT), Vehicle Operation Division, is currently accepting applications for a Customer Service Representative I Paratransit.

Under general supervision, the Customer Service Representative I Paratransit i s responsible for providing information in response to inquiries about paratransit services.

Examples of Duties

+ Answer customer complaints or questions related to service issues; interprets and explains departmental rules and regulations.

+ Perform a wide variety of clerical duties utilizing a computer, various software, and /or office equipment.

+ Maintain records, logs , and schedules of calls received to schedule trips, d ispatch drivers , and process customer cancellations and no shows.

+ Answer inquiries from paratransit riders and the public regarding the operations, procedures, and policies of paratransit programs.

+ Respond to telephone and walk-in inquiries and provide information to paratransit riders and the public about other relevant transportation programs.

+ Assist program staff members with conducting information meetings for paratransit riders and members of the public.

+ Process and file schedules and reports .

+ Assume the role as a Customer Service Representative II, as needed.

Minimum Qualifications

Qualifications (required):

+ High School Diploma or G. E. D. (General Educational Development) equivalent.

+ Minimum of o ne ( 1 ) year of customer service experience involving public contact.

Preferred Qualifications:

+ Experience working in a paratransit environment.

+ Call Center Experience

+ High Attention-to-Detail

+ Scheduling Software

Supplemental Information

Licensing and Certifications

Candidates considered for placement in this classification may be subject to a Criminal Background Investigation based on the requirements of the position.

Knowledge, Skills and Abilities

+ Basic k nowledge of Americans with Disabilities Act (ADA) and para-transit rules and regulations.

+ Basic k nowledge of federal, state, and local legislation regarding persons with disabilities.

+ Knowledge of local geography.

+ Skill in typing with speed and accuracy.

+ Ability to use and interpret street maps, directories, timetables, and schedules.

+ Considerable skill in effective oral and written communication.

+ S kill in the use of personal computers and common office software.

+ Ability to be flexible and work any assigned shift.

+ Ability to maintain confidentiality of sensitive information .

Distinguishing Characteristics

Physical Demands

The employee generally remains in a stationary position for an extended period of time operating standard office equipment which may include computers, telephones, photocopiers, and fax machines. The employee is expected to move about to accomplish tasks such as opening file cabinets and moving files. Must be able to lift, push, pull, and carry up to ( 25 ) pounds.

Work Environment

Work is performed primarily in an office environment. Some work requires travel to meetings, conferences, and other work sites with exposure to seasonal weather conditions. Must be able to work nights, weekends, and holidays.

Evaluation Plan

+ Computer Based Test: 30%

+ Interview: 70%

+ Evaluation of Training, Experience & Personal Qualifications: P/F

Total of Interview and Evaluation T.E.P: 100%

Additional points may be awarded for:

+ Veteran Points: 0 – 15 points

+ Detroit Residency Credit: 15 points

LRD: 02/16/2024

EMPLOYMENT BENEFITS

The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:

HEALTH

+ Medical - Eligible for hospital, surgical, and prescription drug benefits.

+ Dental

+ Vision

INSURANCE

+ Life Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent.

+ Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.

PAID TIME OFF

+ Sick Leave

+ Vacation

+ Holidays

OTHER LEAVE BENEFITS

The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,

RETIREMENT BENEFITS

City Employees Retirement System

As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:

• Completion of thirty (30) years of service;

- At age sixty (60) if you have at least ten (10) years of service, or

- At age sixty-five (65) with eight (8) years of service.

• In the event of disability, other eligibility rules apply);

- An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;

• Employees are vested after ten (10) years of service, regardless of age.

ADVANCEMENT OPPORTUNITIES - Employees have many opportunities for growth and career advancement throughout all City departments and divisions.

Have a successful career with the City of Detroit. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit.

01

Tell about any customer service or call center experience that you have with scheduling, dispatching, and logging calls.

02

What qualities do you possess that would enable you to deliver great customer service?

03

Have you ever assisted seniors or residents with disabilities in the workforce or through community volunteer work?

+ YES

+ NO

04

Do you possess a HS Diploma or GED?

+ YES

+ NO

Required Question

Employer

City of Detroit

Address

Coleman A. Young Municipal Center 2 Woodward Ave ste 316 Detroit, Michigan, 48226

Website

http://www.detroitmi.gov/Detroit-Opportunities/Find-A-Job

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