Resident Service Representative

City of Dearborn Career Opportunities•Dearborn, MI

6d•$49,660 - $0•Onsite

About The Position

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.

Requirements

High School Diploma or equivalent (G.E.D.)
Two (2) years of related experience in the fields of customer service and technology
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

Nice To Haves

MCAT - Michigan Certified Assessing Technician Certification (must obtain within first 12 months of hiring or promotion)

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.