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Customer Care Representative EL: North Area Energy Center (Cass City, MI)


Cass City, MI, US

Company:  DTE Eng Corp Svcs LLC
Job ID:  3765

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.



External Pre-Hire Assessment Required: Customer Service Pre-Hire Assessment
Testing Required:
EEI CSR Job Skills and Interactive Tests

Please note this position is loacted at North Area Energy Center in Cass City Mi.



Job Summary
    To act as an expert spokesperson and interface with DTE Energy's various products and services in fulfillment of all internal and external customer needs. External customer inquiries include turn-ons, disconnects, credit and collection inquiries. Build customer loyalty by providing superior service to meet or exceed the needs and expectations of all internal and external customers.
Key Accountabilities
  • 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 per established guidelines.
  • Process payments by phone per established guidelines.
  • Communicate with customers by telephone, internet, or in person with accuracy and effectiveness.
  • 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 fouryear degree) with 1 year of customer contact experience in a professional environment.
  • Must obtain an evaluation of "recommended" on both the EEI CSR Job Skills and Interactive Tests.
  • Must have intermediate oral and written communication skills with a good speaking voice with solid use of proper business grammar always.
  • Must have intermediate analysis and decision making skills.
  • Must have highly developed interpersonal skills.
  • Must have 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.

Nearest Major Market: Northern Michigan