The Customer Service Representative (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 /updated 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.
- Apply investigation, counseling and negotiation skills.
- Employ active listening skills, including during tense emergency situations.
- 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.
Essential Functions
The Customer Service Representatives (CSR) works 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.
REQUIREMENTS/QUALIFICATIONS
- 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, established performance measurements, and demonstrate comprehension of customer service principles through customer contacts and assessments
- Must be caring and love what you do. Be agile and take ownership of your calls with the customers
The following skills / experience are preferred: - 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 or policy-based calls that are interfaced with technology
- Must function well in a highly structured, fast-paced service environment
- Demonstrated experience working computer software, specifically MS Word, Excel, and Outlook
- Post-high school coursework
Consumers Energy
1 Energy Plz
Jackson
Michigan United States
www.consumersenergy.com
