Detroit Land Bank Authority · 3 hours ago
Customer Service Representative III
Detroit, MI
Full-time
Onsite
Mid Level
4+ years expDetroit Land Bank Authority is seeking a Customer Service Representative III to interact with clients and address inquiries or resolve complaints regarding their programs and services. The role involves providing exceptional customer service, handling technical issues, and maintaining detailed records of customer interactions.
AssociationFinancial Services
Responsibilities
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
Use discretion to troubleshoot website technical issues and determine if a website technical issue should be escalated
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
Qualification
Required
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
High School Diploma or GED equivalent
Minimum of (4) years' customer service experience
Data entry and database experience
Preferred
Bachelor's Degree preferred in Hospitality, Business Administration, Finance, or related fields
Relevant certifications in customer service or clerical fields, preferred
Company
Detroit Land Bank Authority
The Detroit Land Bank Authority is a public authority dedicated to returning Detroit’s vacant, abandoned, blighted and foreclosed property to productive use.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$0MKey Investors
Union Home Mortgage Foundation
2024-04-18Grant· $0M
Leadership Team
Reginald Scott
Chief Financial Officer
Company data provided by crunchbase