Complaint Investigator (DDOT Only)

Complaint Investigator (DDOT Only)

Salary

$44,616.00 - $53,372.00 Annually

Location

100 Mack Avenue, MI

Job Type

Promotional

Job Number

202701081008DDOTSR

Department

Dept of Transportation

Opening Date

08/06/2026

Bargaining Unit

0500

• Description
• Benefits

Description

Under general supervision, addresses customer inquiries and complaints received by various medias such as phone calls, in person, website submissions, etc. Conducts investigations of complaints and provides resolutions.

Examples of Duties

• Evaluate, investigate, monitor and answer complaints following an established complaint handling process.
• Ensure accurate documentation of the evaluation and investigation results of the complaint is filed.
• Collaborate with different divisions within the department to ensure adequate evaluation of the complaints.
• Coordinate with Customer Service Representatives on completing and/or providing missing information when necessary.
• Provide assistance in the analysis of the complaints.
• Collaborates with appropriate groups to ensure that the data gets routed to the appropriate division for proper actions and follow-ups.
• Identify and drive process improvements related initiatives and transit best practices.
• Communicate with external customers when processing complaints in order to gather additional information when needed.
• Prepares responses to customers.
• Review and summarize investigation findings into a report once the investigation is completed.
• Manage assignments as directed by the Customer Service Supervisor.

Minimum Qualifications

High School Diploma or G.E. D.

One year of experience in providing customer service in a large transit system which includes addressing and investigating customer complaints.

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.

Employer City of Detroit

Address Coleman A. Young Municipal Center

2 Woodward Ave ste 316

Detroit, Michigan, 48226

Website http://www.detroitmi.gov/Detroit-Opportunities/Find-A-Job