DTE Energy - Detroit, MI - 05773 Description THIS POSITION IS REPRESENTED BY LOCAL 223 UWUA, AFL-CIO, OPT BARGAINING UNIT Location: Downtown HQ: (Walker Ciscler Building) Wage Range: $12.20 (plus incentive) with potential progression to $14.50 (plus incentive) Shift: Day Shift Bidding Restriction: 06 months Must be flexible and able to work shifts and extended period of overtime occurring any hour of the day or night and any day of the year. Job Summary The Customer Care Representative – EL will act as an expert spokesperson and interface with DTE Energys various products and services in fulfillment of all internal and external customer needs. External customer inquiries include requests to stop and start service, billing, and credit and collection inquiries. Customer contact may be with residential, commercial or with community partners. This position will build customer loyalty by providing superior service to meet or exceed the needs and expectations of all internal and external customers. Key Accountabilities Initiates and responds to customer inquiries related to the disconnection or turn on of electrical and gas services and billing/payments concern. Initiates and responds to customer inquiries regarding electrical and gas outages, gas leaks and other electrical and gas problems. Initiates and responds to customer inquiries related to various products and services. Gathers data from customer records, reviews and analyzes customer records data to respond to and resolve billing, payment and service inquiries. Follows-up with key contacts in operational departments to assure timely resolution and completion of complaints, inquiries and requests. Reviews and analyzes customer records analyzing payment history to negotiate payment agreements for residential customers, as business dictates. Negotiate agreements with residential customers in accordance with corporate Michigan Public Service Commission (MPSC) rules according to established guidelines. Process payments by phone according to established guidelines. Communicate with customers by telephone, internet, or in person with accuracy and effectiveness. Qualifications High School diploma or equivalent. Preference will be given to those with 6 months of active contact with DTE Energy customers in a Customer Care Representative role within the past 12 months; or 6 months of DTE Energy customer contact while employed by DTE Energy; or High School diploma or equivalent with 2 years of customer call center experience in a high volume environment. Must obtain an evaluation of “Recommended” on the Clerical and Human Relations portions of the Customer Representative tests. Must have intermediate oral and written communication skills with a good speaking voice with solid use of proper business grammar at all times. Must have intermediate analysis and decision making skills. Must have highly developed interpersonal skills. Must have ability to identify and resolve customer complaints, payment problems and customer inquiries, while maintaining a high degree of customer satisfaction. Must have thorough knowledge of various products and service, policies, procedures and regulations pertinent to the customers needs. Must demonstrate a working PC proficiency on related corporate applications and data management tools and systems. Must be flexible and able to work under changing priorities. Must be flexible and able to work shifts and extended period of overtime occurring any hour of the day or night and any day of the year. Must receive a recommended score on a pre-hire assessment. Must complete DOT Drug Test and satisfactory physical examination. About DTE Energy DTE Energy is a Fortune 500 company based in Detroit, MI. We are a diversified energy company, involved in the development and management of energy-related businesses and services nationwide. Our operating units include DTE Electric Company, an electric utility serving 2.2 million customers in Southeastern Michigan, DTE Gas Company, a natural gas utility serving 1.3 million customers in Michigan and other non-utility, energy businesses focused on coal and gas mid-stream services, power and industrial projects, unconventional gas production and energy trading. Information about DTE Energy is available at dteenergy DTE Energy is an equal opportunity/affirmative action employer. Job Function Customer Service & Meter Reading Primary Location Michigan-Southeast Michigan-Detroit Downtown HQ: WCB (Walker Cisler Building) One Energy Plaza Detroit 48226 Job Type Regular Is this position covered under a Collective Bargaining Agreement? Yes Skills Testing Required Yes This position is a Department of Transportation (DOT) covered position and must pass DOT drug screen and is subject to random drug testing. Yes NERC-CIP Authorization: This position will require authorized unescorted access (cyber and/or physical) to NERC-CIP (North American Electric Reliability Corp. — Critical Infrastructure Protection Cyber Security Standards) controlled assets or documents? No CFATS Authorization: This position will require authorized unescorted access to restricted areas and/or access to critical assets of a CFATS (Chemical Facility Anti-Terrorism Standards) designated High Risk Chemical Facility? Yes FERC Training: This position will require Federal Energy Regulatory Commission (FERC) Gas Training qualifications No DTE Energy - 3 days ago DTE Energy 71 reviews
Posted on: Sat, 08 Mar 2014 23:51:29 +0000
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