Customer Service Representative-Alma

Consumers Energy • Alma, MI

372d

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Paid training programs
• Unionized position under a collective bargaining agreement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Utilities
• Education Level: High school or GED
• Number of Employees: 10,001+ employees