Customer Care Representative EL – Grand Rapids

Customer Care Representative EL – Grand Rapids
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09775
The future is bright at DTE Energy! We are the largest electric and gas utility in Michigan with an aspiration to be the best-operated energy company in North America. We are a Fortune 500 company headquartered in Detroit, Michigan with businesses in 26 different states.

DTE Energy’s utility and non-utility businesses are poised for significant growth. We look forward to working with highly motivated and team-oriented individuals to energize our efforts of growing economically and environmentally.

We care for our employees and prioritize their health and safety first. Recently, DTE Energy has been recognized as an outstanding place to work and has received the following accolades:

· Gallup Great Workplace Award for 3 consecutive Years! (2013, 2014 and 2015)

· Metropolitan Detroit’s 101 Best and Brightest Companies to work For

· J.D. Power Customer Satisfaction Award

· Professional Women’s Magazine/Black EOE Journal “Best of the Best”

· Computerworld’s 100 Best Places to Work in IT

· Best Employers for a Healthy Lifestyle Gold Award

· Detroit Free Press Green Leaders Award

DTE Energy is an equal opportunity employer and considers all qualified applicants without regard to race, color, sex, sexual orientation, gender identity, age, religion, disability, national origin, citizenship, height, weight, genetic information, marital status, pregnancy, protected veteran status or any other status protected by law.

Description


THIS POSITION IS REPRESENTED BY LOCAL 223 UWUA, AFL-CIO, OPT BARGAINING UNIT.

Location: Kentwood

Wage Range: $15.00 (plus incentive). Pay may progress to $16.00 after 12 months.

Shift: All Shifts Available

Number of Openings: 16

Bidding Restriction: 12 months

KEY ACCOUNTABILITIES

The Customer Care Representative – EL will act as an expert spokesperson to interface with DTE Energy’s various products and services in fulfillment of all internal and external customer needs. External customer inquiries include requests to stop and start service, billing and credit and collection inquiries. Customer contact may be with residential, commercial or with community partners. This position will build customer loyalty by providing superior service to meet or exceed the needs and expectations of all internal and external customers.

– Initiates and responds to customer inquiries related to the disconnection or turn on of electrical and gas services and billing/payments concerns.

– Initiates and responds to customer inquiries regarding electrical and gas outages, gas leaks and other electrical and gas problems.

– Initiates and responds to customer inquiries related to various products and services.

– Gathers data from customer records, reviews and analyzes customer records data to respond to and resolve billing, payment and service inquiries.

– Follows-up with key contacts in operational departments to assure timely resolution and completion of complaints, inquiries and requests

– Reviews and analyzes customer records analyzing payment history to negotiate payment agreements for residential customers, as business dictates. Negotiate agreements with residential customers in accordance with corporate Michigan Public Service Commission rules according to established guidelines.

– Process payments by phone according to established guidelines.

– Communicate with customers by telephone, internet, or in person with accuracy and effectiveness.

Qualifications

QUALIFICATIONS

High School diploma or equivalent with 2 years experience in a customer contact professional environment.

One of these four Preferred

-6 months of active contact with DTE Energy customers in a customer care representative role within the past 12 months

-6 months of DTE Energy customer contact while employed by DTE Energy

-High School diploma or equivalent with 2 years of customer contact experience in a professional environment

-Technical diploma or Associate Degree (or two years of a four year degree) with 1 year of customer contact experience in a professional environment.

– Must obtain an evaluation of “recommended” on the Clerical and Human Relations portions of the Customer Representative Tests.

– Must have intermediate oral and written communication skills with a good speaking voice with solid use of proper business grammar at all times.

– Must have intermediate analysis and decision making skills.

– Must have highly developed interpersonal skills.

– Must have the ability to identify and resolve customer complaints, payment problems and customer inquiries, while maintaining a high degree of customer satisfaction

– Must have thorough knowledge of various products and service, policies, procedures and regulations pertinent to the customers’ needs.

– Must demonstrate a working PC proficiency on related corporate applications and data management tools and systems.

– Must be flexible and able to work under changing priorities.

– Must be flexible and able to work shifts and extended period of overtime occurring any hour of the day or night and any day of the year.

– Must complete DOT Drug Test and satisfactory physical examination.

Must be flexible and able to work shifts and extended period of overtime occurring any hour of the day or night and any day of the year

***Must receive a “Recommended” score on a pre-hire assessment***

Job Function
Customer Service & Meter Reading

Primary Location
Michigan-West Michigan-Grand Rapids
Kentwood

4420 44th Street

Grand Rapids
49512-4011

Job Type
Regular

Is this position covered under a Collective Bargaining Agreement?
Yes

Skills Based Testing Required:
EEI CSR Job Skills and Interactive Tests

External Pre-Hire Assessment Required:
Customer Service Pre-Hire Assessment

This position is a Department of Transportation (DOT) covered position and must pass DOT drug screen and is subject to random drug testing.
Yes

NERC-CIP Authorization: This position will require authorized unescorted access (cyber and/or physical) to NERC-CIP (North American Electric Reliability Corp. — Critical Infrastructure Protection Cyber Security Standards) controlled assets or documents?
No

CFATS Authorization: This position will require authorized unescorted access to restricted areas and/or access to critical assets of a CFATS (Chemical Facility Anti-Terrorism Standards) designated High Risk Chemical Facility?
No

FERC Training: This position will require Federal Energy Regulatory Commission (FERC) Gas Training qualifications
No