Loading...
 
Share this Job

Customer Service Training Specialist

Location: 

Detroit, MI, US

Company:  DTE Eng Corp Svcs LLC
Job ID:  10075

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:

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

Responsible for presenting training programs using recognized training techniques and tools.  Analyzes and monitors the quality of work performed in order to provide training, coaching, and recommendations related to policy/procedure non-compliance disciplinary action.  Provides feedback to training participants and management.  Evaluates and makes recommendations on training material and methodology.  Assists in managing and maintaining in-house training facilities and equipment.  Span of control – this is an individual contributor role.

Key Accountabilities

  • Facilitates learning for employees through a variety of delivery methods, including classroom instruction, virtual training, and on the job coaching.
  • Conducts training sessions covering specified of product policy and procedures, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
  • Provides feedback, coaching and guidance relative to quality of work performed.
  • Provides informal training and feedback to employees regarding process, policies, procedures and quality level of professionalism with customers.
  • Identifies problems with the Customer Service and Billing System procedures, or processes.
  • Assists and coaches customer service representatives through telephone transactions/inquiries.
  • Works as a team member and utilizes teambuilding skills.  Supports multiple internal clients.
  • Is self-directed and works under general supervision
  • Performs all other duties as assigned.

Minimum Education & Experience Requirements

  • High school diploma or equivalent.
  • 3 years of experience in a Customer Service related field (i.e. telephone representative, billing analyst, or in a meter reading field).
  • Familiar with the use and application of systems required for customer service operations (i.e. CR&B and other systems that interact with and impact a customer’s experience.

Other Qualifications

Preferred:

  • College degree
  • Training certification
  • Successfully completed coaching mentor training program

 

Other Requirements:

  • Outstanding communication skills and comfort in speaking to groups.
  • Demonstrates effective presentation, facilitation and questioning skills.
  • Demonstrates strong work ethic.
  • Establish and maintain professional credibility.
  • Multi-task oriented. Ability to be flexible and work under changing priorities.
  • Capability to assist primary trainer with logistics and coordination of training activities if needed
  • Assess learning and performance
  • Manage an environment that fosters learning and performance.
  • Ability to interpret various reports and recognize trends and offer solutions.
  • Computer proficiency including Microsoft office (PowerPoint, Word, Excel) and Windows.

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