Job Description

TWO POSITIONS AVAILABLE 1 CLIENT SERVICE REP/ 1 BILINGUAL CLIENT SERVICE REP

GENERAL JOB SUMMARY

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. The employee works in a developing capacity with increased responsibility for performing a range of assignments under the supervision of the ISR III & CSM.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Serve clients via telephone, email or face-to-face interaction. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents

·         Answer inquiries by clarifying client needs; researching, locating, and providing answers to inquiries, fulfilling requests; maintaining database to record all client activities

·         Resolve problems by clarifying issues with other departments, escalating unresolved problems to ISR III or CSM

·         Instruct clients on usage of Kiosk

·         Communicate regularly with manager regarding job issues and concerns

·         Perform other related duties as assigned

·         Must possess exceptional interpersonal skills and be able to handle sensitive and confidential situations and documentation

·         Ability to de-escalate interactions with clients and maintain a peaceful work environment

·         Follow communication procedures, guidelines and policies

·         Answer inquiries by clarifying client needs; researching, locating, and providing answers to inquiries, fulfilling requests; maintaining database to record activities

·         Resolve problems by clarifying issues; escalating unresolved problems

·         Analyze client inquiries; direct callers and visitors to appropriate departments, as necessary

·         Instruct clients on the usage of the Kiosks

·         Reply to and track all inquiries from Kiosks

·         Communicate regularly with manager regarding job issues and concerns

·         Perform other related duties as assigned

QUALIFICATIONS (KNOWLEDGE, EXPERIENCE, SKILLS AND ABILITIES)

·         High School Diploma or GED equivalent

·         One year of customer service experience

·         Bi-lingual – Fluent Spanish 

·         Proficient knowledge of Microsoft Office Suite (Word, Excel, Outlook)

·         Basic math skills

·         Ability to type and operate standard office equipment

·         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

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to sit, walk, stand; use hands to finger, reach with hands and arms; and talk or hear.  The employee is occasionally required to stoop.

WORK ENVIRONMENT: This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.