Customer Relations Representative at ITC Holdings in Novi, Michigan

Job Description:

JOB SUMMARY

Primary daily responsibility is to answer the toll-free customer line, monitor the general inquiry e-mail box and update the Customer Relationship Management (CRM) System. Must facilitate the routing and follow-up on inquiries received through the various channels and to make sure the appropriate area within ITC is aware of and working to resolve any issues that arise.  Will also support the department through a variety of activities that support the Chief Business Officer’s Organization.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provides customer service to meet the needs and expectations of internal and external customers.


• Promotes excellent customer relations by consistently meeting needs with a friendly demeanor, positive attitude and willingness to always help.


• Responsive and timely with correspondence and problem resolution.


• Identifies, addresses and resolves the needs of individuals who contact the toll-free customer number regarding a variety of ITC business activities; interprets and evaluates customer concerns and eliminates potential issues utilizing problem-solving and resolution techniques. 


• Communicates with internal and external organizations (i.e. legal, real estate, engineering, etc.) to monitor and track customer resolutions to ensure customer concerns are resolved to both the satisfaction of the company and the customer.


• Escalates more complex issues as necessary


• Primary user of CRM system to create, assign, coordinate, process and resolve customer inquiries daily and provides database reports in quantifying customer issues to leadership.


• Assists in training others on use of database use and customer contact protocols.


• Provides support in the administration of the Corporate Giving program as needed including vendor setup, payment requests, and reporting.


• Supports the department with special projects as they arise to aid the Business Units in achieving their strategic priorities

REQUIREMENTS

• Bachelor's Degree in business, communications, public administration or related field required or relevant, equivalent experience and/or education.


• Minimum of three (3) years of experience in customer relations, community, governmental or other customer contact positions


• Ability to effectively communicate (verbally and in writing) and build long-term relationships with superiors, colleagues and individuals inside and outside the company.


• Capacity to handle difficult people and situations with a friendly, professional attitude


• Self-motivated and able to work with limited supervision


• Highly organized individual with the self-accountability and discipline to take multiple tasks with differing lead times to completion


• Possesses proficient knowledge of computer skills including Microsoft Word, Excel, PowerPoint, Microsoft Outlook, etc.