Customer Service Representative III

Overview

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.

• 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 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.
• 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 full-time 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 walk-in 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 in-office services CSRs for breaks and time off, maintaining staffing capacity.
• Place follow up calls from email inquiries.
• Assist with front office walk-ins, when necessary, as directed by department manager.
• Perform other related duties as assigned, assist with special projects.

• 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 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.

• Customer Service Representative III:
  High School Diploma or GED equivalent;
  Bachelor’s Degree preferred in Hospitality, Business Administration, Finance, or related fields.

• Customer Service Representative III:
  Minimum of four years’ customer service experience.
• Data entry and database experience.

• Relevant certifications in customer service or clerical fields, preferred.