Contractor- Customer Service Representative

Detroit Land Bank Authority; Detroit (MI); On-site; USD 34,000 - 45,000; Full time

Job summary

Detroit Land Bank Authority is seeking a detail‑oriented Client Service Representative II to assist residents and partners through phone, email, chat and in‑person support. You will document interactions, troubleshoot basic website issues, and escalate complex problems while maintaining calm, professional service.

You will manage account creation, data entry, and routine reporting, helping to improve customer experience and ensure timely responses.

Qualifications

• Excellent customer service skills and ability to retain knowledge.
• Maintains effective communication and organizes tasks.
• Experience handling inquiries across multiple channels.

Responsibilities

• Serve clients via telephone, email, chat, or in‑person interactions and resolve inquiries.
• Document interactions in CRM and Salesforce as required.
• Troubleshoot basic website issues and escalate when needed.
• Provide information, fulfill requests, and follow up to ensure resolution.
• Assist with reporting and data entry tasks for the department.

Skills

Customer service

Attention to detail

Organizational skills

Multitasking

Communication

Calm under pressure

Problem solving

Time management

Telephone & written communication

Data entry

Fast-paced environment

Tools

Microsoft Office

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Exceptional customer service skills with ability to retain knowledge, pay attention
• 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 facetoface 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

Client Service Representative II

• Produce and provide daily/weekly/monthly/yearly walkin reports, as requested by manager
• Assist with producing support materials for Client Services
• Assist with training new and existing employees
• Assist customers with creating online accounts and providing technical support for online account issues, using remote support software
• Data entry and maintenance of database spreadsheets
• Relieve inoffice services CSRs for breaks and time off, maintaining staffing capacity
• Place follow up calls from email inquiries
• Perform other related duties as assigned, assist with special projects

QUALIFICATIONS (Knowledge, Skills And Abilities)

• Ability to type and operate standard office equipment
• Ability to follow instructions, communication procedures, guidelines and policies
• 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 problemsolving skills
• Good data entry and proofreading skills
• Must be highly flexible and have the skill to work in a fastpaced, dynamic environment where priorities, demands and timelines can shift
• Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook)
• Must pass a background check