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.
The primary responsibility of the Appliance Service Plan Customer Support will be to assist the statewide short cycle work and work flow processes for our Appliance Service Group (ASG) servicing HVAC and appliance repairs.
Job Description/Responsibilities
- Perform data consolidation/entry to provide clear understandable reporting and metrics to senior team members and/or department management.
- Handle internal and external customer inquiries regarding billing, damages, and general complaints.
- Problem solving and develop solutions to complex problems for Appliance Service work. Make independent decisions in a team environment as well as interface with our ASP Solutions Center for customer complaints.
- Assist in the optimization of work plans for a mixed workforce of company and contractor resources.
- Must be efficient at multitasking, detail oriented, able to meet deadlines and maintain a high degree of confidentiality.
- Some travel required to assist during meetings.
Requirements/Qualifications
- High School Diploma/GED
- A minimum of 1 year of applicable work experience
These skills may set you apart from the rest:
- Excellent customer service skills
- Exceptional organizational skills, with a proven track record of successfully multitasking and prioritizing workload
- Strong oral and written communication skills
- Strong critical thinking skills
- Self-directed, dependable and motivated
- Work well under pressure
- The ability to use existing or new technology to streamline workload and data is required
- Proficient with Microsoft Office products
- SAP experience
- Experience with HVAC or appliance contractors
- College coursework in business or technical field
During this time of uncertainty, we are committed to ensuring the safety and health of our communities and co-workers. We are using new and innovative ways to interview and onboard new employees remotely at this time. This role will be work-from-home until our leadership team has determined it's safe to resume work in the office.
Essential Functions
Performs administrative support functions and more complex tasks including establishing relative priorities of current and anticipated workload and organizing and conducting assignments according to deadlines. Sets up office systems including file maintenance, correspondence deadlines, and project management for own work. Provides backup phone and customer support. Prepares and composes letters, reports, and correspondence and performs other clerical administrative support duties as directed from time to time. Maintains confidentiality. Performs or establishes procedures for all clerical functions and actions including phones, filing, and general word processing, tracking of information, maintaining logs/spreadsheets, and other similar administrative support. Under general direction, prepares special or one-time reports, summaries, or replies to inquiries, selecting relevant information from a variety of sources such as reports, documents, correspondence, other areas of the Company, etc. Ensures that requests for action or information are relayed to appropriate staff members; ensures that information is furnished in a timely manner; decides whether a higher authority should be notified of important or emergency matters. Periodically evaluates process and program effectiveness and takes action to maintain continuous improvement. Follows all safety rules and procedures, and contributes to the safety of co-workers and the general public. Participates as an active administration team member by contributing to program development and organization planning. Performs responsibilities in a manner that clearly shows effective communication and cooperation and that promotes open exchange of information, respect, high ethical standards and professionalism. Maintains work areas in a clean and orderly manner. Regular attendance is expected.
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.
