Customer Service Representative; Route

Under immediate supervision, Customer Service Representative (Fixed Route) is to assist those who utilize and are inquiring about public transportation, with basic information on all services provided by the Detroit Department of Transportation (DDOT).

• Answer all incoming calls for the DDOT regarding public transportation
• Capable of explaining and interpreting departmental rules, regulations and guidelines
• File all complaints, concerns, commendations and suggestions about DDOT’s public transportation system
• Retrieve calls from the Customer Service Voicemail, and filing into Customer Assistance System (CAS) complaint database
• Mailing out transportation information including schedules, routes, system maps, transportation applications services, etc.
• Assisting passengers and callers on how to obtain transportation information from utilizing DDOT’s Website, and mobile applications
• Assisting passengers with general and or specific route configurations of how to get to and from various locations using public transportation
• Refers customers to other community transportation agencies when appropriate
• Capable of utilizing departmental transportation software programs and applications to provide routing and scheduling information
• Analyzes possible route configurations utilizing computerized coach listings, maps and street directories to determine most appropriate travel plans
• Communicate frequently with team members and other divisions across the department regarding service changes, and or updates
• Refers customers to other community transportation agencies when appropriate.

• Completion of a High School Diploma or G.E.D.
• One (1) year of experience in providing customer service in a large urban transit system.
• At least one (1) year of customer service call center experience.

• Computer Assessment: 35%
• Interview: 35%
• Evaluation of Training, Experience &Personal
  
  Qualifications:
  
  30%
• Total of Interview and Evaluation T.E.P:100%

• Veteran Points: 0 – 15 points
• Detroit Residency Credit: 15 point

LRD 01/14/2026