Customer Service Representative 311 (Call Center Rep) 31

Customer Service Representative 311 (Call Center Rep) 31

Salary

$48,369.36 - $71,775.81 Annually

Location

City Hall, 124 W. Michigan Avenue, Lansing, MI

Job Type

Full-Time

Job Number

00518-2026

Department

NEIGH CTZN ENG

Division

Call Center 311

Opening Date

07/06/2026

Closing Date

7/20/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Job Advertisement

This is specialized customer service work which is responsible for receiving, screening, and responding to customer service needs as part of the 311 Customer Service Call Center.

The City of Lansing is a diverse, robust capital city that offers a great place to live, work, and play. The City hosts the seat of government, a thriving economy, areas of culture and entertainment, manufacturing, major educational institutions and is centrally located to major areas of interest. The City of Lansing offers a competitive wage and benefits package including medical, vision, dental, paid vacation, sick and holiday leave.

The scope of work requires the appropriate handling of non-emergency, technical communications and administrative services related to the operations of the 311 Customer Service Center and working with citizens/customers in-person for receiving payments and information dissemination. Employees serving in this position are responsible for accurate and effective evaluation and response to a variety of citizen service needs and requests for municipal services. Work is performed in accordance with prescribed procedures and departmental regulations; however, independent judgment is exercised in determining and assessing the needs and assistance appropriate to address citizen needs. The work is performed under general supervision through observation for quality, consistency, and conformity with established procedures. Supervisory staff is available to confer with employees on unusual or difficult cases.

Ideal candidates will possess the following qualifications:

• Graduation from high school supplemented by additional course work in business administration and training courses in customer relations,
• AND three (3) years of related progressive work experience of which two (2) years of experience in call center or dispatch operations is preferred;
• OR an equivalent combination of training and experience.
• A minimum of 3 years of professional experience in business, administering technical business processes and procedures is also required.
• Experience in cash handling and computerized payment processing systems highly preferred.
• Bilingual at a conversational level is highly preferred.
• Formal training in Customer Service along with work experience in the field is highly preferred.
• Must be able to work independently in the absence of supervision.
• Must be able to be bonded.
• Special consideration may be given to candidates with Call Center operations experience.

Essential Position Functions:

• Receives, evaluates, and processes incoming calls for assistance by the public; addresses issues, problems, or requests for service by determining the exact nature of the call.
• Provides information in response to complaints or requests for information from callers and walk-in customers regarding all city departments and departmental services in order to resolve citizen complaints and inquiries.
• Operates and uses computer software related to 311 Call Center operations.
• Handles cashiering responsibilities as necessary related to customer service payment processes; responds to customers inquiries and complaints or refers to proper person as needed.

FULL JOB DESCRIPTION AVAILABLE UPON REQUEST

Application Special Instructions

Attach resume and cover letter, verification of relevant training and college course with application.

HAND DELIVERED APPLICATIONS WILL BE ACCEPTED

If you have any questions you can direct them to Kesha McKitty at kesha.mckitty@lansingmi.gov

.

The City of Lansing is an Equal Opportunity Employer and a Certified Veteran Friendly Employer.

The City of Lansing provides reasonable accommodation to applicants and employees with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, or during employment, notify the Department of Human Resources at (517) 483-4004. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

See links below for our Anti-Retaliation and Anti-Religious Discrimination and Religious Accommodation Policies:

https://content.civicplus.com/api/assets/6d1a5156-dc99-44d2-aa0f-704f562b9887?cache=1800

https://content.civicplus.com/api/assets/0a11cd2e-db10-4829-aea2-9d71ef7d8b02?cache=1800

City of Lansing

Teamsters Local 243 CTP & Supervisory

Fringe Benefit Summary

Health Insurance:

The City of Lansing shall offer at the time of hire the following choice of medical insurances. Coverage will be effective the first day of the month following the date of hire. If an employee chooses the Base plan, they will be eligible for a $400 cash bonus annually. Cost of the Option 1 plan will be based upon the State Mandated Hard Cap amount, which changes annually. You may choose coverage under either Blue Cross Blue or PHP. Current plans offered are:

Effective August 1, 2014:

• Base - includes a $40.00 co-pay for office visits. Prescription drug co-pays are $10/$40/$80. This plan includes a $1000/single and $2000/family in network deductible and 80% co-insurance. Emergency room services have a $250 co-pay and Urgent Care visits have a $60 co-pay.
• Option 1 - includes a $30.00 co-pay for office visits. Prescription drug co-pays are $10/$40/$80. This plan includes a $500/single and $1000/family in network deductible and 80% co-insurance. Emergency room services have a $150 co-pay and Urgent Care visits have a $50 co-pay.
• Option 2 - includes a $15.00 co-pay for office visits. Prescription drug co-pays are $0/$15/$40. Emergency room services with a $50 co-pay, and a 50% co-pay for mental health and substance abuse services.

If the employee chooses to "buy up" to Option 1, they will pay the difference between the premium cost and the State Mandated Hard Cap amount. If an employee chooses the Option 2 plan, they will be responsible for the premium cost difference between Option 1 and Option 2. Benefit summaries and rate sheets are available in the Department of Human Resources.

Vision Plan: Effective February 1, 2013 employees will be eligible for Blue Cross Blue Shield VSP 12/12/12 Vision Plan. This plan provides vision exams, lenses and frames, and contact with a co-pay.

Opt Out: Members of the bargaining unit, up to a maximum of fifteen percent (15%) of the bargaining unit, will be allowed to opt out of the City's health care plan annually, during the City's open enrollment period provided the employee provides written proof of coverage from another source. Any employee who opts out of the City's health care plan will be eligible to receive $1800 in any year which they receive coverage from another source. In addition, such payments will be made twice a year, by separate check, following the period of time the employee had alternate coverage. City employees married to City employees are entitled to one coverage only and are not entitled to opt out payments.

Dental Insurance: The City pays the full premium costs for the Dental plan provided by the City, coverage includes the employee and family members. Coverage includes 100% coverage for cleaning; 50% coverage for treatment costs with an $1,500 maximum per person per contract year. Employees and dependents will also receive orthodontic coverage which provides fifty percent (50%) of treatment costs with a $3,000.00 lifetime maximum per person. Coverage is effective the first day of the month following thirty calendar days of service. Booklets and summaries are available in the Personnel Department.

City of Lansing 125 Cafeteria Plan:

Medical and Dependent Care Reimbursement: Employees have the opportunity to pay for unreimbursed medical expenses, and dependent care costs with pretax dollars through AFLAC. AFLAC also offers supplemental insurances that may purchased on a pretax basis through payroll deduction. Unreimbursed medical will be limited to $2,500 per plan year.

Life Insurance: The City pays the premium for $50,000 of group life and $50,000 Accidental Death and Dismemberment Insurance for full-time regular employees. Life insurance coverage for dependents is available for a reasonable cost to the employee, in accordance with the following schedule:

Spouse $25,000

Unmarried child, age

14 days to 6 months $ 500

6 months to 23 years $ 2,000

Coverage is effective one (1) month and one (1) day following the date of hire. Summaries are available in the Personnel Department.

Probationary Employees: All newly hired employees, other than detention officers, will be considered probationary employees for six (6) calendar months after hire. An additional six (6) month extension may be considered, with notification to the Union. Detention Officer's probationary period is twelve (12) calendar months.

Vacation: A new employee shall be credited with (10) ten days vacation available for use after the completion of one (1) year of service. In subsequent years two (2) years through five (5) years of service, employees receive 10 days vacation per year. Thereafter, employees will receive one (1) additional day per each year of additional full-time service, not to exceed a maximum vacation leave of 20 work days.

Bereavement: At the time of the death of a spouse, child, step-child, parent, step-parent, and parent of a current or deceased spouse, an employee will be entitled to use a maximum of the next five (5) working days with pay, to arrange for and/or attend the funeral. Additional time may be taken off with the approval of the department head and charged to vacation, personal leave or compensatory time. An employee will be entitled to use a maximum of three (3) working days with pay, to make arrangements and attend the funeral for brother, sister, brother-in-law, sister-in-law, grandparents, grandparents-in-law, grandchild, niece, nephew, aunt, and uncle.

Holidays:

New Years Day

Martin Luther King Birthday

Good Friday

Memorial Day

Juneteenth

Independence Day

Labor Day

Veterans Day

Thanksgiving Day

Friday After Thanksgiving Day

Day Before Christmas

Christmas Day

Day Before New Years Day

Longevity: Longevity bonuses shall be paid to employees as follows:

5 but less than 10 years service 2%

10 but less than 15 years service 4%

15 but less than 20 years service 6%

20 or more years 8%

25 or more years 10%

Following completion of five (5) years of continuous full time service by October 1 of any year and continuing in subsequent years, each employee will receive annual longevity payments as provided in the schedule. Payments to employees will be paid by December 1.

No longevity payment as above scheduled shall be made for that portion of an employees regular salary or wage which is in excess of the negotiated maximum base wage, which is currently $25,000.

Personal Leave: Employees receive three (3) personal leave days annually on January 1 or at time of hire. Personal days must be used by December 31 or they shall be forfeited.

Sick Leave: Employees shall be credited with 3.7 hours of sick leave each pay ending

(approximately (1) one day per month). Employees may use sick leave for absences due to his/her illness or injury, including pregnancy, or an illness or injury in his/her immediate family. No sick leave credit shall be accrued by an employee during an unpaid leave of absence.

Employees who have accumulated sick leave bank of at least four hundred eighty (480) hours of sick leave shall have the option each year to receive reimbursement for up to four (4) unused sick days. The annual period for review for entitlement to this benefit is the period between October 1 and September 30. Sick leave reimbursement is based upon the employees bargaining unit seniority date.

Parking/Transportation Subsidy: An employee shall be eligible for a monthly CATA bus pass at the Citys expense or elect to receive a parking subsidy.

Deferred Compensation: Employees are eligible to participate in the City's 457 Deferred Compensation Plans. Currently the City contracts with two vendors that employees may choose from; these plans are Voya and T. Rowe Price. Employee may contribute up to a maximum allowable by law annually through payroll deduction. For a bi-weekly employee the minimum contribution is $25.00 per pay period. Summaries are available in the Personnel Department.

Retirement

Employees hired after May 19, 2014: Employees will belong to the City of Lansing General Employees Retirement System (ERS) and the Defined Contribution Plan. Vesting, retirement factor multipliers and effective dates for calculation are all governed by Ordinance Chapter 292. Commencing September 1, 2012 the retirement multiplier for full time members that retire after that date will be one and two and one half tenths percent (1.25%). Employee contributions for retirement will be five percent (5.00%) and deducted on a pretax basis. Vesting in after completion of eight (8) years of service.

In addition the City of Lansing and the employee will each contribute three (3) percent of the employee's gross pay on a bi-weekly basis to the Defined Contribution plan. The Plan will be administered by Principal Bank. Employees will enroll and self direct their investment options. Failure to enroll shall result in the City transferring monies into the Plan which shall default to the Target Date Fund. At the end of eight full years of service members will be vested for all City contributions. Should the member leave at the end of eight full years the member will have the following options:

Lump sum payment subject to applicable taxes;

Rollover monies into another tax deferred investment option; or

Leave monies in the plan and continue to be invested tax deferred.

Retirement Healthcare

All employees hired after May 19, 2014 will receive a defined contribution healthcare savings account funded by the City of Lansing at the rate of 4% of the employee's wages per year. The account will be established to allow for portability in the event that the employee separates from the City after a three (3) year vesting period.

NOTE: The benefits listed above reflect the current benefits for Teamster 243 bargaining unit members. These benefits are subject to change depending upon the terms and conditions that are negotiated in future collective bargaining agreements between the City of Lansing and Teamsters Local 243.

Department of Human Resources, 4th Floor City Hall, 124 West Michigan Avenue, Lansing MI 48933. Phone: 483-4014

Rev 03/08/2022

Rev 09/01/2020

Rev 05/19/2014

Rev 02/01/2013

Rev 08/01/2011

Rev 03/01/2010

EQUAL OPPORTUNITY EMPLOYER

01

Identify your highest level of education:

• None
• Highschool/GED/HiSet
• One year or less of College
• Two years or less of College
• Associate Degree
• Bachelor Degree
• Master Degree

02

Do you possess course work in business administration and/or training courses in customer relations?

• YES
• NO

03

Do you have experience working in customer service?

• Yes
• No

04

Please describe your customer service experience:

05

If you are able to speak a language other than English, please indicate each language with fluency level(s) in the space below.

06

Do you have a working knowledge and experience using Microsoft Office Suite?

• Yes
• No

07

Which software applications do you have experience in?

08

What is your proficiency level using Microsoft Office Suite?

• No experience
• Basic
• Intermediate
• Advanced

09

Do you have experience working with CRMS (Customer Record Management Systems)?

• YES
• NO

10

Do you have experience working in a call center operation?

• YES
• NO

11

How much experience do you have working in a call center or in dispatch operations environments?

• None
• Less than 24 months
• 24 months to 35 months
• 3 years
• 4 years
• 5 years
• 6 years or more

12

Do you have experience with use of and navigation of 311 telephone hardware and software?

• Yes
• No

13

Do you have experience handling cash and processing electronic payments in the workplace?

• Yes
• No

14

Do you have professional work experience in business, administering technical business processes and procedures?

• Yes
• No

15

Identify your number of years work experience in this area

• No experience
• 1 year but less than 2 years
• 2 years but less than 3 years
• 3 years but less than 4 years
• 4 years but less than 5 years
• More than five years

Required Question

Employer City of Lansing

Address 124 W Michigan Avenue

Lansing, Michigan, 48933

Phone 517-483-4010

Website http://www.lansingmi.gov