Customer Service Representative-Alma

Consumers Energy-posted about 1 year ago
Full-time • Entry Level
Alma, MI
10,001+ employees
Utilities
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

The Customer Service Representative (CSR) at Consumers Energy plays a crucial role in providing exceptional customer service for electricity and natural gas needs. This position involves independently resolving a variety of customer inquiries, managing complaints, and ensuring customer satisfaction in a fast-paced contact center environment. The CSR is expected to complete a comprehensive training program and work effectively under tight time constraints, especially during emergencies.

  • Enter new/updated customer information into the computer-based system 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.
  • Apply investigation, counseling, and negotiation skills.
  • Employ active listening skills, especially during tense emergency situations.
  • Successfully complete paid training programs and perform required duties to complete assessments.
  • High School Diploma or equivalent is required.
  • One or more years of previous customer service/customer support experience is required.
  • Experience proactively analyzing, troubleshooting, and resolving complex customer inquiries is required.
  • Must meet training and attendance requirements and demonstrate comprehension of customer service principles through customer contacts and assessments.
  • Must be caring and take ownership of customer calls.
  • Experience resolving escalated customer issues with strong business acumen.
  • Ability to independently resolve a variety of customer inquiries that are scripted or have specific guidelines in place.
  • Must function well in a highly structured, fast-paced service environment.
  • Demonstrated experience working with computer software, specifically MS Word, Excel, and Outlook.
  • Post-high school coursework.
  • Paid training programs
  • Unionized position under a collective bargaining agreement
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Customer Service Representative Resume Examples
•
Customer Service Representative Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service