Customer Service Representative (Fixed Route)

Customer Service Representative (Fixed Route)

Salary

$44,616.00 Annually

Location

Detroit, Michigan, MI

Job Type

Certified-Regular Civil Service

Job Number

20262359033MDLM

Department

Dept of Transportation

Division

DDOT Vehicle Operation

Opening Date

10/13/2026

Bargaining Unit

1630-AFSCME NonSupervisory Local 214 (DDOT Clerica

• Description
• Benefits
• Questions

Description

DEPARTMENT OF TRANSPORTATION

CUSTOMER SERVICE REPRESENTATIVE (FIXED ROUTE)

Under immediate supervision, Customer Service Representative (Fixed Route) is to assist those who utilize and are inquiring about public transportation, with basic information on all services provided by the Detroit Department of Transportation (DDOT).

Examples of 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.

Minimum Qualifications

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.

Supplemental Information

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

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.

01

Please indicate your highest level of education completed

• High School Diploma/GED
• Associates Degree
• Bachelors Degree
• Masters Degree
• PhD/J.D.
• No education experience

02

How many years of experience do you have providing customer service in a large urban public transportation system?

• None
• 1 year
• 2 years
• 3 years or more

03

How many years of experience do you have in a call center environment?

• None
• 1 year
• 2 years
• 3 years or more

Required Question

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