Senior Customer Service Analyst

Job Summary

Implements and coordinates continuous improvement projects and processes in Customer Service. Performs analytical and lead worker level activities related to continuous improvement initiatives and ongoing activities designed to establish and promote a continuous improvement culture in Customer Service.

Interprets data, identifies trends, conducts root cause analyses, and conducts benchmarking studies to determine best improvement projects for Customer Service. Ensures that improvement projects are aligned with goals to meet: cost saving, customer satisfaction, and revenue generation objectives.

Works under general supervision.

Key Accountabilities

• A. Assisting with difficult interviews.
• B. Identifying problems with Customer Service IT systems.
• C. Collecting & reconciling all payments collected and payment agreements.
• D. Performing quality monitoring.
• E. Assisting with tracking of absence, overtime and tardiness.
• F. Interfacing with other organizational units (e.g. IT and telecommunications resolving IT issues).
• G. Forecasting Call Center complaints and determining schedule requirements.
• H. Designing & and implementing real time schedules.
• I. Providing technical expertise to resolve problems.
• J. Assisting in the coordination of problem resolution of primary customer metering and billing anomalies.
• K. Performing informal training & coaching to Customer Service Representatives.
• L. Maintaining confidentiality of employee records and information.
• M. Maintaining budget records and monitoring expenses.
• N. Developing, monitoring, changing & communicating operating procedures.
• O. Analyzing customer complaints and providing written responses.
• P. Tracking & reporting performance statistics.
• Q. Providing consultation to the Escalated Customer Assistance (ECAC) liaisons.
• R. Enforcing Service Level Agreements regarding timely resolution and completion of complaints.
• S. Maintaining a Quality Control/Service Recovery.
• Gathers information, analyzes, designs, recommends and implement solutions in area of responsibility, identifying & utilizing appropriate tools.
• Performs investigations and statistical, trend, root cause and benchmarking analyses, proffering related recommendations.
• Conducts studies and analyzes the effectiveness of systems and related processes in order to make process-related enhancements.
• Determines process improvements needs and initiatives in Customer Service; prioritizes and implements related process improvements.
• Provide input into strategic planning for Customer Service.
• Applies teambuilding skills to activities involving multiple teams & (multiple) internal clients.
• Make formal and informal presentations.
• Plans (including estimations of time and resources) necessary to complete assignments.

Minimum Education & Experience Requirements

• High school or GED and 4 years of experience in job-relevant capacities.
• Associate or Bachelor's degree in Business or Public Administration, Industrial Engineering (preengineering in the Associate degree curriculum), Economics, or a related curriculum (in addition to the 4 year experience requirement).
• Project planning and implementation experience; exposure to continuous improvement projects.

Preferred Other Qualifications

• Associate or Bachelor's degree in Business or Public Administration, Industrial Engineering (preengineering in the Associate degree curriculum), Economics, or a related curriculum (in addition to the 4 year experience requirement).
• Project planning and implementation experience; exposure to continuous improvement projects.

Other Qualifications

• Analytical & problem solving skills consistent with the ability to identify key issues from among a broad range of alternatives, and recommend optimal solutions for various situations.
• Management of multiple tasks, issues, or projects that require innovation, teamwork & planning.
• Flexibility and the ability to work under changing priorities.
• Perseverance and a risk taker.
• Consulting & influencing skills consistent with the ability to build relationships and influence parties at all levels of the business unit to adapt to changing expectations and programs.
• Written and verbal communications and presentation skills consistent with the ability to present results of projects and research to all levels of staff/management within the Business Unit.

Additional Information

Incumbents may engage in all or some combination of the activities and accountabilities, and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned.

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At DTE Energy, we are committed to providing an inclusive workplace where everyone feels welcome and a sense of belonging. We seek individuals with a heart for service, a passion to help our communities prosper, and ideas to help shape the future of energy. We are proud to be an equal opportunity, employer that considers all qualified applicants without regard to race, color, sex, sexual orientation, gender identity, age, religion, disability, national origin, citizenship, height, weight, genetic information, marital status, pregnancy, protected veteran status or any other status protected by applicable federal and/or state laws.