City of Detroit · 2 days ago
Customer Service Specialist 2
Detroit, MI
Full-time
Onsite
Entry, Mid Level
$42K/yr - $59K/yr
2+ years expThe City of Detroit is seeking a Customer Service Specialist 2 who possesses knowledge of customer service principles and basic accounting. The role involves handling customer inquiries, resolving account issues, processing transactions, and ensuring accurate billing while maintaining confidentiality and security protocols.
Government Administration
No H1B
Responsibilities
Providing excellent customer service by addressing customer inquiries related to services and billing through various communication channels
Researching account information, verifying documentation, and making account adjustments to ensure transaction accuracy
Maintaining detailed records and following confidentiality and security procedures to protect sensitive data
Analyzing account data, performing corrections, and assisting with setting up and terminating water service accounts
Handling cashiering duties, supporting team activities, and ensuring professional and accurate customer interactions
Working with other departments to enhance processes
Collaborating with team members and providing on-the-job training
Answering and resolving routine customer requests and complaints for service and billing
Researching departmental records for information related to account status inquiries and billing issues
Comprehending billing and customer payment policies, procedures and information systems
Completing mandatory training requirements
Following security and safety policies and procedures in carrying out work duties
Verifying accuracy of account documents
Performing work-related duties as assigned
Thoroughly reviewing and verifying the accuracy of documentation to confirm property ownership and personal identity
Facilitating establishment and termination of water service accounts
Maintaining chronological records of events and account activities per standard operating procedures
Performing account analysis and investigation to complete transfers, corrections and account adjustments
Qualification
Required
Customer service principles and best practices
Cash handling and Basic accounting principles
Confidentiality policies and procedures
Mathematical and statistical analysis
Proficient in fundamental computer skills
Effective Business Writing and communication skills
DWSD Billing, collections and customer service best practices
Work effectively in a team-based, flexible workforce with minimal supervision
Perform cashiering operations, handle all payment types accurately, and follow cash-handling procedures
Maintain regular and reliable attendance
Interact and articulate professionally with customers through multiple channels
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
Develop proficiency in unit specific operations and software
Direct team activities or to work as a team member
Provide on the job training
Answer and resolve routine customer requests and complaints for service and billing
Research departmental records for information related to account status inquiries and billing issues
Comprehend billing and customer payment policies, procedures and information systems
Refer investigations to appropriate units for action
Complete mandatory training requirements
Follow security and safety policies and procedures in carrying out work duties
Verify accuracy of account documents
Perform work related duties as assigned
Thoroughly review and verify the accuracy of documentation to confirm property ownership and personal identity
Facilitate establishment and termination of water service accounts
Maintain chronological records of events and account activities per standard operating procedures
Perform account analysis and investigation to complete transfers, corrections and account adjustments
Understand the importance of personally identifiable information (PII) and ensure the secure handling and safeguarding of sensitive customer data
Associate's degree or equivalent coursework, with specialization in Public Administration, Business Administration, Management, Accounting, Human Resources, Finance or a related field preferred
High School Diploma or GED and two (2) years of high volume customer service and/or call center experience
Benefits
Medical - Eligible for hospital, surgical, and prescription drug benefits.
Dental
Vision
Life Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent.
Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.
Sick Leave
Vacation
Holidays
The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave.
City Employees Retirement System
Advancement Opportunities - Employees have many opportunities for growth and career advancement throughout all City departments and divisions.
Company
City of Detroit
Detroit is a dynamic, diverse city with an intriguing history. It's a place of people and places, trends and events.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Gary Brown
Director/CEO of the Detroit Water and Sewerage Department
Mike H.
Chief Technology Officer & Deputy Chief Information Officer
Recent News
2025-12-19
International CIO Leadership Association
2025-12-05
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