Customer Resolution Specialist I
Detroit, MI, US
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: EEI Customer Service Representative II Test
Hybrid Training: Training for this remote position will be conducted in a hybrid format. It will take place on-site at DTE Energy Headquarters in Detroit, MI, every Tuesday, Wednesday, and Thursday. Mondays and Fridays will be remote. Training hours are from 8:00 AM to 5:00 PM, and the program will last approximately 13 weeks.
Remote Position Information: This Customer Resolution Specialist position will be remote and employees must reside within a commutible distance to DTE Energy Headquarters in Detroit, Michigan.
Emergency Response: Yes – Must be available to perform a primary assignment in support of DTE’s emergency response to storms or other events that impact service to our customers.
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:
This is a dual-track base requirement job; education and experience requirements can be satisfied through one of the following three options:
- High school diploma, or equivalent, with two years of experience in a customer contact professional environment
- Henry Ford College Customer Service Professional Certificate with one year of experience in a customer contact professional environment
- Associate degree, or above, with one year of experience in a customer contact professional environment
Additional requirements:
- 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
Additional Qualifications
PRIVACY NOTICE TO CALIFORNIA JOB APPLICANTS
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 applicable federal and/or state laws.
Nearest Major Market: Detroit