DTE Energy Corporate Services, LLC Customer Care Representative EL Grand Rapids Kent in Grand Rapids, Michigan

Job DescriptionCustomer Care Representative EL - Grand Rapids (Kentwood)-11379The future is bright at DTE Energy! We are the largest electric and gas utility in Michigan with an aspiration to be the best-operated energy company in North America. We are a Fortune 500 company headquartered in Detroit, Michigan with businesses in 26 different states.DTE Energy's utility and non-utility businesses are poised for significant growth. We look forward to working with highly motivated and team-oriented individuals to energize our efforts of growing economically and environmentally.We care for our employees and prioritize their health and safety first. Recently, DTE Energy has been recognized as an outstanding place to work and has received the following accolades:* Gallup Great Workplace Award for 5 consecutive years* 7th on Indeed's annual "50 Best Places to Work" award* Metropolitan Detroit's 101 Best and Brightest Companies to work For* J.D. Power Customer Satisfaction Award* Professional Women's Magazine/Black EOE Journal "Best of the Best"* Computerworld's 100 Best Places to Work in IT* Best Employers for a Healthy Lifestyle Gold Award* Detroit Free Press Green Leaders AwardDescriptionTHIS POSITION IS REPRESENTED BY LOCAL 223 UWUA, AFL-CIO, OPT BARGAINING UNIT.Location: KentwoodWage Range: $15.00 (plus incentive). Pay may progress to $16.00 after 12 months.Shift: All Shifts AvailableNumber of Openings: 16Bidding Restriction: 12 monthsKEY ACCOUNTABILITIES:The Customer Care Representative - EL will act as an expert spokesperson to interface with DTE Energy's 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.•Initiates and responds to customer inquiries related to the disconnection or turn on of electrical and gas services and billingayments concerns.•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 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.QualificationsHigh School diploma or equivalent with 2 years' experience in a customer contact professional environment.One of these four Preferred :-6 months of active contact with DTE Energy customers in a customer care representative role within the past 12 months-6 months of DTE Energy customer contact while employed by DTE Energy-High School diploma or equivalent with 2 years of customer contact experience in a professional environmentgt