Customer Service Representative (Fixed Route)

About the Department

CUSTOMER SERVICE REPRESENTATIVE (FIXED ROUTE)

Position Duties

• Answer all incoming calls for the DDOT regarding public transportation Capable of explaining and interpreting departmental rules, regulations and guidelines File all complaints, concerns, commendations and suggestions about DDOT’s public transportation system Retrieve calls from the Customer Service Voicemail, and filing into Customer Assistance System (CAS) complaint database Mailing out transportation information including schedules, routes, system maps, transportation applications services, etc. Assisting passengers and callers on how to obtain transportation information from utilizing DDOT’s Website, and mobile applications Assisting passengers with general and or specific route configurations of how to get to and from various locations using public transportation Refers customers to other community transportation agencies when appropriate Capable of utilizing departmental transportation software programs and applications to provide routing and scheduling information Analyzes possible route configurations utilizing computerized coach listings, maps and street directories to determine most appropriate travel plans Communicate frequently with team members and other divisions across the department regarding service changes, and or updates Refers customers to other community transportation agencies when appropriate.
• Answer all incoming calls for the DDOT regarding public transportation
• Capable of explaining and interpreting departmental rules, regulations and guidelines
• File all complaints, concerns, commendations and suggestions about DDOT’s public transportation system
• Retrieve calls from the Customer Service Voicemail, and filing into Customer Assistance System (CAS) complaint database
• Mailing out transportation information including schedules, routes, system maps, transportation applications services, etc.
• Assisting passengers and callers on how to obtain transportation information from utilizing DDOT’s Website, and mobile applications
• Assisting passengers with general and or specific route configurations of how to get to and from various locations using public transportation
• Refers customers to other community transportation agencies when appropriate
• Capable of utilizing departmental transportation software programs and applications to provide routing and scheduling information
• Analyzes possible route configurations utilizing computerized coach listings, maps and street directories to determine most appropriate travel plans
• Communicate frequently with team members and other divisions across the department regarding service changes, and or updates
• Refers customers to other community transportation agencies when appropriate.

Qualifications (required)

• Completion of a High School Diploma or G.E.D. One (1) year of experience in providing customer service in a large urban transit system. At least one (1) year of customer service call center experience.
• Completion of a High School Diploma or G.E.D.
• One (1) year of experience in providing customer service in a large urban transit system.
• At least one (1) year of customer service call center experience.

Other Qualifications

• Evaluation Plan Computer Assessment: 35% Interview: 35% Evaluation of Training, Experience & Personal Qualifications: 30% Total of Interview and Evaluation T.E.P: 100% Additional points may be awarded for: Veteran Points: 0 – 15 points Detroit Residency Credit: 15 point LRD 01/14/2026
• Computer Assessment: 35%
• Interview: 35%
• Evaluation of Training, Experience & Personal Qualifications: 30%
• Total of Interview and Evaluation T.E.P: 100%
• Veteran Points: 0 – 15 points
• Detroit Residency Credit: 15 point

Benefits

• EMPLOYMENT BENEFITS The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following: HEALTH Medical - Eligible for hospital, surgical, and prescription drug benefits. Dental Vision INSURANCE 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. PAID TIME OFF Sick Leave Vacation Holidays OTHER LEAVE BENEFITS The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave, RETIREMENT BENEFITS City Employees Retirement System As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after: • Completion of thirty (30) years of service; - At age sixty (60) if you have at least ten (10) years of service, or - At age sixty-five (65) with eight (8) years of service. • In the event of disability, other eligibility rules apply); - An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service; • Employees are vested after ten (10) years of service, regardless of age. ADVANCEMENT OPPORTUNITIES - Employees have many opportunities for growth and career advancement throughout all City departments and divisions. Have a successful career with the City of Detroit . Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit .

EMPLOYMENT BENEFITS

• Medical - Eligible for hospital, surgical, and prescription drug benefits. Dental Vision
• Dental Vision
• 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.
• 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
• Vacation Holidays
• Holidays
• - At age sixty (60) if you have at least ten (10) years of service, or
• - At age sixty-five (65) with eight (8) years of service.
• - An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;

Supplemental Questions