Mail Support Services Coordinator
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:
Hybrid Role: Must be able to come on-site periodically and reside a commutable distance from the assigned work location.
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
Supports the address management and related account maintenance activities for customer accounts. Analyzes escalated situations (e.g., shutoff return mail) to identify address corrections and resolutions. Performs account maintenance and provides technical support for employee and customer inquiries. Works under limited supervision to assist billing support services supervisor and customer service areas.
Key Accountabilities
- Processes returned customer billing statements sent back from the United States Postal Service
- Performs research and analyses using online research skills to determine address resolution
- Analyzes return mail/emails and updates customer accounts with accurate address information
- Performs locks to identified accounts as directed to prevent inadvertent Revenue Management and Protection (RM&P) shutoffs
- Investigates and resolves premise and mailing address inquiries
- Provides technical support for employee and customer inquiries
Minimum Education & Experience Requirements
- High school diploma or equivalent
- Two years of customer service experience
Other Qualifications
Preferred
- Computer skills, including experience with Microsoft Excel, Word, Power BI, and PowerPoint
- Familiarity with proper addressing formats
- Some knowledge of Systems, Applications and Products (SAP) customer relationship management (CRM) software and (SAP) ISU.
- Some experience with return mail process
Other Requirements
- Displays good customer service skills, including effective verbal and written communication skills and ability to professionally correspond with internal and external customers by phone or email
- Supports effective time management and organizational skills with ability to be flexible, multi-task, set and change priorities, meet deadlines, and exhibit initiative to complete assignments with minimal supervision
- Ability to work effectively both independently and as a member of a team
- Supports continuous improvement culture for optimal customer service
- Ability to analyze data, prepare reports, and make recommendations
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.
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. #LI-DNI
Nearest Major Market: Detroit