Customer Service Specialist 3 (INTERNAL DWSD ONLY) (M&R-Restoration & Mayor's List Coordination)

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.

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.

The Customer Service Specialist – Restoration & Mayor’s List Coordination is responsible for managing restoration-related customer complaints, tracking hardscape and leak issues, and coordinating action items associated with the Mayor’s List. This role serves as a central point of contact for data tracking, issue resolution, and cross-functional communication, ensuring accuracy, timeliness, and transparency across all restoration activities.

Requirements

Restoration Complaints & Customer Support

• Receive, track, and respond to customer complaints related to restoration activities.
• Investigate open restoration issues and coordinate follow-up actions to resolution.
• Provide clear, professional communication to customers and internal stakeholders regarding issue status and next steps.

Hardscapes & Leak Tracking

• Track hardscape restoration sites, including identification and documentation of leaking locations.
• Maintain updated records of open and resolved leak-related issues.
• Coordinate with field teams and restoration contractors to ensure timely repairs and closeout.

Mayor’s List & Action Items

• Manage and maintain the Mayor’s List, ensuring all assigned action items are accurately tracked and updated.
• Serve as the primary liaison with Mayor’s Office contacts regarding restoration-related list items.
• Coordinate directly with contractors for data correspondence, and follow-up requests.

Data Management & Reporting

• Maintain accurate spreadsheets and data files related to restoration complaints, leaks, hardscapes, and Mayor’s List items.
• Ensure proper data placement, version control, and documentation of all files.
• Generate status reports and summaries for leadership as requested.

eBuilder System Functions

• Utilize eBuilder to track restoration-related projects, action items, and documentation.
• Ensure all relevant data, notes, and updates are properly entered and maintained in eBuilder.
• Support process improvements related to data accuracy and system usage.

Qualifications

Required Skills & Qualifications

• Strong customer service and issue-resolution skills.
• High attention to detail with proven experience managing spreadsheets and data tracking.
• Ability to manage multiple priorities and time-sensitive issues.
• Strong written and verbal communication skills.
• Experience with project tracking systems (eBuilder preferred).
• Ability to work collaboratively with internal teams and external stakeholders.

Preferred Qualifications

• Experience in restoration, infrastructure, or public works–related environments.
• Familiarity with municipal reporting processes and executive-level action tracking.

Additional Information

ESSENTIAL REQUIREMENTS
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

This position may require sitting and standing for prolonged periods of time, light to moderate lifting, reaching, pulling, and carrying. Manual dexterity and audiovisual/linguistic acuity are required.

Environmental Working Requirements:
Work may be physically performed in, but not limited to, an office environment, in the field, in public settings or from employee’s home office, with exposure to computer screens and noise.

OTHER REQUIREMENTS
Valid Michigan Driver’s License
The above statements describe the general nature and level of work performed by employees assigned to the class. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Specific job duties may vary from position to position. Employees in this class are required to undergo alcohol and drug screening and are subject to a criminal background investigation.