Residential Services Representative

DISTINGUISHING FEATURES OF WORK

**Position will typically hire at minimum pay and follow a step progression to maximum**

This position serves as the front-line point of contact for residents, assisting with inquiries, concerns, and services both in person and via phone. Resident Service Representatives provide information on City department procedures and ensure requests are routed appropriately when additional support is needed. This role requires professionalism, attentiveness, and a commitment to delivering respectful, high-quality service.

DUTIES AND RESPONSIBILITIES

• Greets and assists residents in-person and via phone in a professional and welcoming manner. Support front desk operations by managing appointment check-ins and lobby traffic.
• Responds to general inquiries and provide accurate, up-to-date information about City services and
• Procedures, including but not limited to: responding to various internal or external customer issues and non-routine inquiries; describing programs to customers or vendors and resolving customer complaints; providing required documents to customers. May work with external agencies.
• Cross-trains with and processes basic service requests or transactions for various City departments, including but not limited to Community Relations, Public Works, Economic Development, and Assessing.
• Identifies when issues require escalation and routes them to the appropriate department or staff member.
• Maintains detailed records of resident interactions and service outcomes.
• Answers incoming phone calls and chats promptly, directs inquiries to the appropriate department, and manages routine questions or processing requests. Follows up with departments to ensure timely resolution of escalated issues.
• Ensures all residents receive prompt and courteous service at every interaction.
• Stays up to date on City policies, procedures, and available services within each City department in order to route requests accurately.
• Upholds a standard of respect, patience, and professionalism in all communications.
• Demonstrates regular and predictable attendance, including attendance at required meetings.

This job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.

KNOWLEDGE, SKILLS AND PHYSICAL REQUIREMENTS

KNOWLEDGE:

• Customer service principles
• Knowledge of City Services and Departments
• Methods of preparing documents
• Office procedures
• Computers, software, and related office equipment
• Recordkeeping principles

SKILLS:

• Communication
• Problem-Solving Abilities
• Multitasking and Time Management
• Conflict Resolution
• Reviewing documents for accuracy and completeness
• Teamwork and Collaboration
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and others sufficient to exchange or convey information and to receive work direction

EXPERIENCE AND TRAINING/LICENSING REQUIREMENTS

High School Diploma or equivalent (G.E.D.) and two (2) years of related experience in the fields of customer service and technology; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

• MCAT - Michigan Certified Assessing Technician Certification (must be received within first six months of employment.)

POST-EMPLOYMENT OFFER REQUIREMENTS:

• Satisfactory completion of criminal history (including sex offender registry if applicable), and a drug screen that tests for illegal drugs as defined by the Federal Drug Free Workplace Act but not those legalized under Michigan law
• All appointees are subject to a one-year probationary period.

Paid Time Off - 21 days/year as accrued

Holidays - 15 days/year

Defined Contribution (401a) plan - 20% vesting per year

Long term disability insurance

Life insurance at one times base pay

Health Insurance (80% City / 20% Employee cost sharing, or cash waiver)

Dental Insurance

Vision Insurance

Retirement Medical Savings Account - vesting after 5 years for City contributions

Supplemental life insurance coverage and other benefits options as provided by the cafeteria flexible benefits plan

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