Principal Customer Service Analyst
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: Not Applicable
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
The highest rung in the Company's Customer Service Analyst staff/supervisory career path; competent to perform a full range of customer service operations, lead worker and customer satisfaction roles, including process leads for transactions (turn-ons/disconnects, collections and billing). Incumbents are responsible for creating, implementing, and updating Customer Service programs, and operate as subject matter experts (SMEs) in one of the following Customer Service disciplines: Quality, Support Operations, Revenue Management, Call Center Operations, Metering and Billing, Program/Process Management Revenue Management. Incumbents focus on melding customer service operations with improved and expanded quality outcomes. Interprets data, identifies trends, conducts root cause analyses, and conducts benchmarking studies to determine the most efficacious quality improvements strategies that can be applied in the Customer Service area. May be called upon to work off-shifts, including afternoons, nights, weekends, holidays, and temporarily fill in for supervisory personnel (by virtue of the incumbent's SME status), but does not regularly function in a supervisory capacity: the span of control is 0, this is an individual contributor job
Key Accountabilities
- Gathers information, analyzes, designs, recommends and implement solutions in area of responsibility, identifying and utilizing appropriate tools.
- Performs investigations and statistical, trend, root cause and benchmarking analyses, proffering related recommendations.
- Conducts studies and analyzes the effectiveness of systems and related processes in order to make process-related enhancements
- Determines process improvements needs and initiatives in Customer Service; prioritizes and implements related process improvements
- Provides input into strategic planning for Customer Service.
- Applies team-building skills to activities involving multiple teams and (multiple) internal clients.
- Makes formal and informal presentations.
- Plans (including estimations of time and resources) necessary to complete assignments.
- Designs business plans and leads BU projects improving customer satisfaction and profitability.
- Plans, monitors and manages customer service and related quality improvement projects (including cross-functional teams) from initiation through completion.
- Leads projects and/or project teams (including assigning work, reviewing progress and evaluating results), mentor, provide guidance and technical direction to less experienced engineering and technical staff, including the provision of input in performance evaluations, but is not responsible for supervising anyone.
Minimum Education & Experience Requirements
This is a dual track base requirement job; education and experience requirements can be satisfied through one of the following options:
- Associate degree or certificate (i.e the completion of a core group of related courses designated by an associate degree-granting institution) in a business or customer service-relevant discipline, and 7 years of job-relevant experience, inclusive of 2 years of supervisory, project lead, or senior-level experience in a quality, training, process or customer service capacity.
- Bachelor's degree in business or public administration, industrial engineering, economics, or a similarly job-relevant discipline, 5 years of job-relevant experience, inclusive of 2 years of supervisory, project lead, or senior-level experience in a quality, training, process or customer service capacity.
Other Qualifications
Preferred
- Bachelor's degree, with experience encompassing the widest reasonable range of the job's breadth and depth of responsibilities, including cross-functional project management experience.
Other Requirements
- Incumbents are expected to utilize continuous improvement methodologies.
- Project lead experience and proficiency in Microsoft Office suite and Microsoft Power Apps
- Written, verbal communications and presentation skills consistent with the ability to present results of projects and research to all levels of the business unit.
- Analytical and problem-solving skills consistent with the ability to identify key issues from among a broad range of alternatives and recommend optimal solutions for various situations.
- Working knowledge of Continuous Improvement principals and concepts
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 law.
Nearest Major Market: Detroit