Job Description

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.

LOCATION

This position will have the flexibility to remain home-based, with occasional travel to our Grand Rapids headquarters and travel to off-site meetings as needed based on work demands

JOB DESCRIPTION/RESPONSIBILITIES

A Business Center Account Specialist provides customer service to Consumers Energy's medium and large business customers. The selected candidate will be expected to maintain a high level of customer satisfaction while creating value for our business customers. The account specialist is the main contact for customers and their related needs. Other duties include responding to customer email, analysis of usage and rate provisions, proactive outage communication, and on-call for rotational outages.

* Performs technical support functions and more complex tasks including establishing workload and organizing and conducting assignments according to deadlines.
* Sets up tech support systems including record maintenance, data submission, and project management.
* Provides backup department support.
* Prepares reports, and tech support material as directed from time to time.
* Maintains confidentiality.
* Performs or establishes procedures for tech support functions and actions including records, tracking of information, maintaining logs/spreadsheet, and other similar technical support.
* Under general direction, prepares special or one-time reports, summaries, or replies to inquiries, selecting relevant information from a variety of sources such as reports, documents, correspondence, other areas of the Company, etc.
* Ensures that requests for action or information are relayed to appropriate staff members; ensures that information is furnished in a timely manner; decides whether a higher authority should be notified of important or emergency matters.
* Periodically evaluates process and program effectiveness and takes action to maintain continuous improvement.
* Follows all safety rules and procedures and contributes to the safety of co-workers and the general public.
* Other duties may be assigned as applicable.

To be successful in the role, a candidate will need to:

* Have strong, demonstrated performance in customer service and negotiation skills
* Be highly motivated and able to work independently and as part of a team.
* Have keen verbal and written communication skills along with the ability to analyze data.
* Have a strong understanding of Microsoft Office (Excel, PowerPoint, Word), along with overall PC proficiency
* Be comfortable with working with all levels of an organization
* Possess strong problem-solving skills

REQUIRED QUALIFICATION

* A High School Diploma or equivalent is required.
* Two or more years of applicable experience.

PREFERRED QUALIFICATIONS

* Working knowledge of SAP CRM7
* The ability to interpret rates, contracts, and other legal communications

HOURS & TRAVEL

Shift 8:00am 4:30pm; May require a flexible schedule, which could include evenings, weekends, holidays and overtime. There will be times when you need to travel to different sites for training, meetings, etc.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to climb or balance and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Duties involve moving materials weighing up to 10 pounds on a regular basis such as files, books, office equipment, etc., and may infrequently require moving materials weighing up to 40 pounds. The employee will occasionally be required to walk on uneven surfaces with loose gravel, mud, snow, and ice. The employee will be required to maneuver within confined spaces. The employee may be required to have a specific arm, hand and finger strength, and dexterity specific to job requirements.

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.