• Customer Service Specialist 1 (Call Center/…

    City of Detroit (Detroit, MI)


    Customer Service Specialist 1 (Call Center/ Service Center)

     

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    Customer Service Specialist 1 (Call Center/ Service Center)

     

    Salary

     

    $38,088.00 - $44,300.00 Annually

     

    Location

     

    DWSD -735 Randolph Detroit MI 48226, MI

     

    Job Type

     

    Classified- Regular (DWSD Only)

     

    Job Number

    KC-062025-501029

    Department

     

    Water Department

     

    Opening Date

     

    06/04/2025

     

    Bargaining Unit

     

    1530-AFSCME NonSupervisory Local 2920 (DWSD Cleric

     

    + Description

    + Benefits

    Description

    This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.

     

    The Customer Service Specialist 1 responds to customer requests and complaints and collects delinquent bills by performing records research and responding to routine customer requests. Interact with customer's by phone and email. Answer routine customer requests and complaints for service and billing. Administer establishment and termination of water services.

     

    This position requires twelve weeks of in house training. This position requires the employee to have high speed internet and a distraction free work environment. This position also requires a 100% attendance during the twelve week training course.

     

    Examples of Duties

     

    + Work effectively in a team-based, flexible workforce with minimal supervision

    + Service customers in a professional manner

    + Maintain regular and reliable attendance

    + Communicate effectively, both verbally and in writing

    + Understand and follow verbal and written instructions

    + Establish and maintain effective working relationships with others

    + Communicate frequently with team members and other units across the Department about processes, equipment or potential problems

    + Develop proficiency in unit specific operations and software

    + Direct team activities or to work as team member

    + Attend customer service training sessions

    + Interact with customers by phone and email

    + Answer routine customer requests and complaints for service and billing

    + Research departmental records for information related to account status inquires

    + Comprehend billing and customer payment policies, procedures and information systems

    + Administer customer applications and payment histories

    + Refer investigations to appropriate units for action

    + Complete mandatory training requirements

    + Follow security and safety policies and procedures in carrying out work duties

    + Perform work-related duties as assigned

    Minimum Qualifications

    + High School Diploma or GED

    + One (1) year of experience performing clerical work, with specific experience in cash handling

    + recordkeeping, preparation of reports, research and maintenance of case files and accounting activities

    + Customer Service and/or Call Center experience preferred

    + Bilingual not required but it is a plus

    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.

     

    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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