Contract Customer Service Rep in Detroit, Michigan at Detroit Land Bank Authority

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
Client Service Representative II
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 (Knowledge, Skills and Abilities)
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