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Customer Care Representative EL

Location: 

Detroit, MI, US

Company:  DTE Eng Corp Svcs LLC
Job ID:  1055

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.

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 fouryear 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 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: Detroit