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Customer Connection Case Manager

Location: 

Detroit, MI, US

Company:  DTE Electric Company
Job ID:  7204

DTE is one of the nation’s largest diversified energy companies. Our electric and gas companies have fueled our customer’s homes and Michigan’s progress for more than a century. And as Michigan’s largest source of renewable energy, we’re creating a cleaner, healthier environment to power our future. We’re also serving communities beyond Michigan, where our affiliated businesses offer renewable energy, emission control technologies, and energy services to industries in 19 states.
 

But we’re more than a leading energy company... and working at DTE is more than just a job. At DTE, we take great care of each other and our customers, and we use our energy to be a force for growth and prosperity in our communities.  When you join us, you’ll be part of a team that welcomes, recognizes, and celebrates differences and values everyone’s health, safety, and wellbeing.  Are you ready to make that kind of difference? Bring your energy to DTE. Together, we can achieve great things.
 

Testing Required: Not Applicable

 

Job Summary

  • Responsible for managing the relationship with customers in a variety of activities related to their new or existing electric service. Responsible for communicating and/or managing the execution of post-design construction activities required to provide electric service to new customers, investigation of their electric reliability issues, and of planned infrastructure improvement work that will benefit the customer. Proactively communicates/coordinates the plans and expectations with customer regarding the completion of Company work and when expectations cannot be met for a variety of reasons. Performs analysis, research, and prepares documentation around complaint resolution when applicable. Span of Control: 0; Individual contributor

Key Accountabilities

•    Stands as single point of contact for all customer contact, including post-design scheduling coordination of customer work, investigation into power quality issues or other field-related work.
•    Builds customer loyalty by proactively communicating with residential, commercial, and industrial customers the plan and expectations for completion of electrical service connection work, including when customer commitment dates cannot be met.
•    Facilitates joint meetings between various Company field resources and/or customer representatives.
•    Work closely with partners within the business unit to achieve resolution to customer issues and concerns.
•    Performs research and understands customer outage histories and root causes.
•    Performs research on planned system improvement or maintenance work and understands the impact on customer reliability.
•    Contacts external customers through both verbal and written communication regarding outage complaints to explain outage history and cause and to review planned improvement work.
•    Participates as a customer advocate in weekly construction coordination meetings with cross-functional team to identify and remediate any barriers inhibiting customer commitment dates from being met.
•    Monitors the status of the pre-construction activities, ensuring pre-flight, material, poles, tree trim, etc. are completed in a timely manner to meet the customer commitment date.
•    Validates work packages and job plans are complete and include required information, i.e. sketches, sequencing, milestone dates, level of effort, crafts, work locations, customer readiness.
•    Conducts and/or participates in weekly huddles, problem solving, and After Action Reviews to drive continuous improvement of work management processes.
•    Distributes customer satisfaction surveys to obtain feedback post service installation.
•    Performs storm assignment as needed, in addition to normal job responsibilities.

Minimum Education & Experience Requirements

  • High school diploma or equivalent.
  • Two years of experience in a customer facing role.

Other Qualifications

•    Working knowledge of Company computer software systems (Maximo, Customer 360) or similar work management systems.
•    Valid driver's license.
•    Working knowledge of cartography, contract administration, distribution line construction, meter services, inspection, and real estate/rights of way.
•    Working knowledge of work management processes and/or job planning experience
•    Strong organizational, communication, problem solving, and customer service skills.
•    Ability to coordinate information from various sources and interface with multiple customers to complete tasks.
•    Act as change agent through involvement in process improvement.

Additional Information

Incumbents may engage in all or some combination of the activities and accountabilities, and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned. This description is intended to describe the general nature and level of work performed by incumbents in this job. It is not intended as an all-inclusive list of accountabilities or responsibilities, nor is it intended to limit the rights of supervisors or management representatives to assign, direct and control the work of employees under their supervision.


At DTE Energy, we are committed to providing an inclusive workplace where everyone feels welcome and a sense of belonging. We seek individuals with a heart for service, a passion to help our communities prosper, and ideas to help shape the future of energy. We are proud to be an equal opportunity employer that 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.


Nearest Major Market: Detroit