Special Project Coordinator - Complaints

Job Title

Under general supervision, address customer inquiries and complaints received by various medias such as phone calls, in person, or website submissions.

This is a part-time, non-career position with no benefits, offering up to 20 hours of work per week.

Representative Job Duties

• Maintaining and organizing records related to risk management, including incident reports, claims, and insurance certificates.
• Assisting with the processing of insurance property damage and liability claims.
• Communicating with Michigan Municipal Risk Management Authority (MMRMA), as required.
• Receiving, documenting, and monitoring progress on customer requests within Q-Alert, the City of Southfield customer complaint database.
• Communicate with internal and external customers when processing requests in order to gather additional information when needed.
• Collaborate with different department to ensure adequate evaluation of the requests.
• Document issues, provide resolutions, and escalate complex cases to higher management when necessary.
• Ensure accurate documentation of the evaluation and investigation results of the complaint is filed.
• Prepares responses to customers.
• Administer Q-Alert users, groups, request categories, and workflow.
• May include performing other clerical duties as assigned by a supervisor.

Job Requirements - As Determined By the City Of Southfield

Supplemental Information

The selection process will include a review of the applicant's experience, criminal history check, a skills test, and an oral board interview. Each step of the selection process must be passed before the applicant will be considered for advancement to the next step. Applicants will be invited to further participate in the selection process based on the nature and extent of their related experience.