Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of the Michigan's 10 million residents in all 68 Lower Peninsula counties.
DEPARTMENT SUMMARY
The Contact Center serves as the primary method of contact for all residents within the Consumers Energy service territory to connect with Consumers Energy for their electric and natural gas energy needs. Supporting new residents with starting energy service to assisting customers will any questions and providing support throughout storm restoration activities, the Contact Center team at Consumers Energy is available to address customer needs 24 hours a day. With 5 contact centers throughout Michigan, the team is always prepared to answer the more than 5 million calls each year with the utmost service and professionalism. The Contact Center team provides assurance to our customers that they can Count on Us!
We have an expected start date for training on January 29, 2018. Training will last for 6 months. It's usually Monday through Friday, somewhere from 8 a.m. until 4:30 p.m. It's about 36-40 hours per week depending on what material is being covered at the time. During this time 100% attendance is mandatory.
JOB DESCRIPTION/RESPONSIBILITIES
The CSR independently resolves a variety of customer inquiries that are scripted, may not be scripted, or have specific guidelines in place or policy-based calls that are interfaced with technology. By way of illustration, call types include but are not limited to:
* Credit and collection calls such as bill payment options, general account information, assistance programs and reconnections.
* Gas and electric emergencies such as gas leaks, wire down, outages and carbon monoxide.
* Appliance repair calls such as service orders, no heat, fuel lines and enrollments.
* Account correction calls such as updating identification, spelling corrections and special mailing addresses.
* Order fulfillment, billing rates, meter reading, new construction order, customer moving orders, distribution orders (investigate electric lines, stray voltage and forestry) and meter orders (repair and exchange).
Key Responsibilities:
* Enter new / update customer information into computer-based system in order to process orders, forms and applications.
* Research required information using available resources.
* Manage and resolve customer complaints.
* Document all call information according to standard operating procedures.
* Complete call logs and produce call reports.
* Must successfully complete paid training programs (typically up to six months but up to one year in some areas) and be able to perform those duties in order to complete required assessments.
This position will be located at our Lansing Call Center
REQUIREMENTS/QUALIFICIATIONS
* A High School Diploma or equivalent is required.
* One or more years of previous customer service / customer support experience is required.
The following skills / experience may set you apart from others:
* Demonstrated experience working with computer software, specifically MS Word, Excel, and Outlook.
* Post-high school coursework
* Previous experience with contact center software tools
This position is included under a collective bargaining agreement with the Utility Workers Union of America (UWUA) and its Michigan State Utility Workers Council.
For further consideration for this role, please upload your resume into your application, answer ALL required questions in the application and promptly complete the Predictive Index Survey (this survey will be sent to you via email after your application has been reviewed)
Essential Functions:
The Customer Service Representatives (CSRs) work in the delivery of customer assistance in a Contact Center office environment. Required to respond to customers' requests for assistance under tight time constraints, and often immediately for emergency calls, in an efficient and knowledgeable manner. They work in accordance to Company policies and routine customer problem resolution; and they resolve customer issues by applying their knowledge, experience and judgment.
Hours and Travel:
Meet travel requirements of the position, usually a few days per month. Work a flexible schedu... For full info follow application link.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, , orientation, gender identity or national origin.
