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Customer Resolution Specialist I (Cass City, MI)

Location: 

Cass City, MI, US

Company:  DTE Eng Corp Svcs LLC
Job ID:  4779

The future is bright at DTE Energy! We are one of the largest Fortune 500 diversified utilities in the United States with an aspiration to be the best-operated energy company in North America and a force for good in the communities we live and serve.  We have businesses in 26 different states and are comprised of regulated utility and non-utility businesses.  Our utility business provides electric and gas service to approximately 3 million customers.  Our non-utility businesses include a diversified portfolio of energy related companies, ranging from gas storage and pipelines to renewable power development.
 

Recently, DTE Energy has been recognized as an outstanding place to work and has received the following accolades:

* Gallup Great Workplace Award for consecutive years
* Civic 50 Award for corporate citizenship excellence
* Indeed’s annual “50 Best Places to Work” award for two years running
* 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.


Testing Required: EEI CSR Job Skills and Interactive Tests

 

THIS POSITION IS BASED OUT OF CASS CITY MI and REPRESENTED BY LOCAL 223 OPT BARGAINING UNIT

Job Summary

As an entry level professional in Customer Care, the main accountabilities are answering incoming customer phone calls and resolving customer inquiries related to turn-on and disconnection of services, electrical and gas outages, and gas leaks.

Key Accountabilities
  • Initiate and respond to customer inquiries related to various products and services.
  • Gather and analyze current and historical data from customer records to respond to service requests and inquires.
  • Follow-up with key contacts within Customer Care and other departments to assure timely resolution of complaints, inquiries and requests.
  • Conduct customer business within Michigan Public Service Commission rules and established guidelines.
  • Process customer payments per established guidelines.
  • Communicate with customers effectively and accurately.
Qualifications

Qualifications:

High school diploma, or equivalent, with 2 years of experience in a customer contact professional environment or an Associate degree or above with 1 year of experience customer contact professional environment.

 

Additional requirements:

  • 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, including a good speaking voice and solid use of proper business grammar.
  • Must demonstrate a working proficiency in relevant computer applications within multiple corporate applications and data management tools and systems.
  • Must pass Department of Transportation (DOT) drug & alcohol testing and a satisfactory physical examination.
  • Must be flexible to work shifts and extended periods of overtime that may include weekends and holidays.
  • Maintain an internet access at a home location with at least 20 mbps