Customer Resolution Specialist

Customer Resolution Specialist

The Customer Resolution Specialist is an entry-level Customer Care professional responsible for handling inbound customer calls and resolving inquiries related to service activation, disconnections, outages, and gas leaks. This role requires effective communication, data analysis, and adherence to regulatory and company guidelines to ensure timely and accurate resolution of customer issues.
Key Responsibilities

Answer incoming customer calls and resolve inquiries related to electric and gas services, including turn-ons, disconnections, outages, and gas leaks
Initiate and respond to customer inquiries regarding products and services
Gather and analyze customer data (current and historical) to support service requests
Follow up with internal teams to ensure timely resolution of customer issues and complaints
Process customer payments in accordance with established procedures
Conduct all interactions in compliance with Michigan Public Service Commission regulations and company policies
Communicate clearly and professionally with customers in all interactions
Qualifications

High school diploma or equivalent with 2+ years of customer contact experience OR
Henry Ford College Customer Service Professional Certificate with 1+ year of relevant experience OR
Associate degree or higher with 1+ year of customer contact experience
Additional Requirements

Achieve a "recommended" rating on clerical and human relations assessments
Strong verbal and written communication skills with proper business grammar
Proficiency in computer applications and data management systems
Ability to pass DOT drug & alcohol screening and physical examination
Flexibility to work shifts, overtime, weekends, and holidays as needed
Maintain home internet with minimum 20 Mbps speed
Work Schedule

Shift: Approximately 9:00 AM – 7:00 PM
Schedule: 4 days per week (~32 hours) during contract period
Transition to full-time schedule upon conversion
Rotating days off based on business needs (schedule subject to change)
Location & Work Model

Must be a Michigan resident
Candidates should be within commutable distance (~1 hour)
On-site requirement: First week in office for training and onboarding
Transition to virtual work after initial onboarding period