CUST SVC REP (Customer Service Representative - Grand Rapids/Lansing)

Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas.  At Consumers Energy, our customers are at the heart of everything we do.  Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us!  Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of Michigan's 10 million residents in all 68 Lower Peninsula counties.

Customer Service Representative (Grand Rapids/Lansing)
 

Location: 

Training for this position will be located at either the Grand Rapids or Lansing Service Center. This will be decided prior to the start date of May 5, 2025.
 

Department Summary: 

The Customer Contact Center serves as the primary method of contact for all residents within the Consumers Energy service territory for their electric and natural gas energy needs. From supporting new residents with starting energy service to assisting customers with any questions and providing support throughout storm restoration activities. The Customer Contact Center team at Consumers Energy is available to address customer needs 24 hours a day. With 5 contact centers throughout Michigan, the team is always prepared to answer more than 3 million calls each year with the utmost service and professionalism.  The Customer Contact Center team provides assurance to our customers that they can Count on Us!
 

 We have an expected start date for training to start on May 5th, 2025.
 

The training will be fully in person for the entire 6-month duration. The training is structured as a combination of in person Instructor Led Training, along with on-the-job training. The hours of training are Monday-Friday, between 8:00 a.m. and 5:30 p.m. Training is 38-40 hours per week, depending on the material being covered. During training, 100% attendance is mandatory. 

This position is unionized under a collective bargaining agreement with the Utility Workers Union of America (UWUA) and its Michigan State Utility Workers Council.

 

Job Description/Responsibilities:

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 lo