Job Description

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Job title: Customer Resolution Specialist
Location: Detroit, MI 48226
Remote role however must be within 1 hour from Detroit, MI 
Contract Length: 6+ month contract to hire. 
Pay Rates: 22/HR without benefits
Pay Rate: 20/HR with benefits 
Start date: May 12th 

Job ref# 245674

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