Customer Service Representative III

GENERAL JOB SUMMARY

Employees in this job interact, face-to-face, via telephone, and via 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 facetoface 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 troubleshoot 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 troubleshoot 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 deescalate 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
• Communicate with customers and financial institutions to perform release of funds requests
• Act as mentor for one or more fulltime employees, CSR I and CSR II on a regular basis
• Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.
• Produce and provide daily/weekly/monthly/yearly walkin reports, as requested by manager
• Assist with producing support materials for Client Services
• Assist customers with creating online accounts and providing technical support for online account issues, using remote support software
• Assist with training new and existing employees
• Data entry and maintenance of database spreadsheets
• Relieve inoffice services CSRs for breaks and time off, maintaining staffing capacity
• Place follow up calls from email inquiries
• Assist with front office walkins, when necessary, as directed by department manager
• Perform other related duties as assigned, assist with special projects

QUALIFICATIONS (Knowledge, Skills and Abilities)

• Ability to type and operate standard office equipment
• Ability to follow instructions, communication procedures, guidelines and policies
• Ability to explain instructions and guidelines and train others effectively
• Knowledge of customer service practices and principles+
• Meticulous and thorough with a strong attention to detail
• Good time management skills and ability to multitask
• Good telephone and listening skills
• Good oral and written communication skills
• Good problemsolving skills
• Good data entry and proofreading skills
• Must be highly flexible and have the skill to work in a fastpaced, dynamic environment where priorities, demands and timelines can shift
• Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook)
• Must pass a background check

EDUCATION

Customer Service Representative III

• High School Diploma or GED equivalent, Bachelor’s Degree preferred in Hospitality, Business Administration, Finance, or related fields

EXPERIENCE

Customer Service Representative III

• Minimum of (4) years’ customer service experience
• Data entry and data base experience

SPECIAL REQUIREMENTS, LICENSES, AND CERTIFICATIONS

• Relevant certifications in customer service or clerical fields, preferred