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 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 October 12th, 2020. This position will be remote/virtual until it is deemed safe to resume work in an office setting. At that point, the work location will be the Royal Oak Service Center. Internet access will be required during the remote/virtual working period.
Temporarily, the training is structured as a combination of Virtual Instructor Led Training, along with on the job training. When you are in the Virtual classroom setting, you will be expected to have structured online hours and to minimize any distractions. The hours will be Monday-Friday, somewhere between 8:30 a.m. until 5:30 p.m. Training is about 40 hours per week, depending on what material is being covered at the time. During training, 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 Royal Oak Contact 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 (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 schedule, which may include evenings, weekends, holidays, overtime and on-call.
Frequent Job Activities:
* Use of the telephone for communication.
* Maintain control of customer calls.
* Resolve escalated customer calls and complaints.
* Employ active listening skills, including during tense emergency situations.
* Use of company computer and data systems to analyze problems.
* Apply analytical thinking.
* Apply problem-solving skills.
* Apply investigation, counseling and negotiation skills.
Specialized Job Activities:
* Apply customer relationship skills.
* Apply knowledge of gas emergencies, policies and procedures.
* Maintain positive customer and employee relations.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, Customer Service Representatives (CSRs) are regularly required to sit, stand, walk, stoop, kneel or crouch. They are very frequently required to speak or hear others in person or on the phone. CSRs occasionally must lift and move up to twenty pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and the ability to adjust focus. The work environment characteristics described here are representative of those a CSR encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
Position will be filled at the appropriate salary grade based upon the skills, knowledge, and experience of the selected candidate.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.
