Customer Service Specialist 1 (Call Center/ Service Center)

Full Job Description

This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.

The Customer Service Specialist 1 responds to customer requests and complaints and collects delinquent bills by performing records research and responding to routine customer requests.

Interact with customer's by phone and email. Answer routine customer requests and complaints for service and billing. Administer establishment and termination of water services.

This position requires twelve weeks of in house training. This position requires the employee to have high speed internet and a distraction free work environment. This position also requires a 100% attendance during the twelve week training course.

Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time.

Requirements

• Work effectively in a team-based, flexible workforce with minimal supervision
• Service customers in a professional manner
• Maintain regular and reliable attendance
• Communicate effectively, both verbally and in writing
• Understand and follow verbal and written instructions
• Establish and maintain effective working relationships with others
• Communicate frequently with team members and other units across the Department about processes, equipment or potential problems
• Develop proficiency in unit specific operations and software
• Direct team activities or to work as team member
• Attend customer service training sessions
• Interact with customers by phone and email
• Answer routine customer requests and complaints for service and billing
• Research departmental records for information related to account status inquires
• Comprehend billing and customer payment policies, procedures and information systems
• Administer customer applications and payment histories
• Refer investigations to appropriate units for action
• Complete mandatory training requirements
• Follow security and safety policies and procedures in carrying out work duties
• Perform work-related duties as assigned

Qualifications

• High School Diploma or GED
• One (1) year of experience performing clerical work, with specific experience in cash handling
• recordkeeping, preparation of reports, research and maintenance of case files and accounting activities
• Customer Service and/or Call Center experience preferred
• Bilingual not required but it is a plus