We need to fill some positions here in Detroit doing call center work and are looking for some phenomenal folks who have previously worked in a call center. Here are the seven key functions and responsibilities you’ll be doing at your new job.
- Initiates and responds to customer inquiries related to the disconnection or turn on of electrical and gas services and billing/ payments concern.
- 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 and Michigan Public Service Commission rules according to established guidelines.
- Process payments by phone according to established guidelines.
Here are other requirements we’re looking for.
Education: High School diploma or equivalent with 2 years experience in a customer contact position. One year as a Customer service representative preferred; or Technical diploma or Associate Degree (or two years of a four year degree) with one year experience in customer contact position.
Testing/Training: Must demonstrate PC proficiency on corporate applications and data management tools needed to do the work. Also you must obtain an evaluation of “acceptable” on the Clerical and Human Relations portions of the Customer Representative Tests.
- Intermediate oral and written communication skills.
- Must have a good speaking voice and use proper grammar.
- Intermediate analysis and decision making skills.
- Highly developed interpersonal skills.
- Ability to identify and resolve customer complaints, payment problems and customer inquiries, while maintaining a high degree of customer satisfaction.
- Thorough knowledge of various products and service, policies, procedures and regulations pertinent to the customers’ needs.
- Must demonstrate a working PC proficiency on related corporate applications and data management tools and systems.
- Flexible and able to work under changing priorities.
- Flexible and able to work shifts and extended periods of overtime occurring any hour of the day or night and any day of the year.
If you’re interested in getting the job, email your resume to csrpositions@strategicstaff.com. We’re looking forward to hearing from you!
