MI Saves Customer Service Representative

Lansing, MI
Full Time
Entry Level
POSITION OVERVIEW
Michigan Saves’ customer service representative provides high-level customer service and administrative support to the Michigan Saves contractor and lender network, customers, and partnerships team and maintains confidential and sensitive information on behalf of the organization.

MI Saves contracts with Public Sector Consultants (PSC) to provide staffing and management services.  The customer service representative will be an employee of PSC.


ESSENTIAL DUTIES
Program Support
  • Understands Michigan Saves’ mission and services—and how to communicate these concepts to diverse audiences
  • Provides information about Michigan Saves’ energy, lead, and septic financing programs, offers, and qualifications
  • Troubleshoots routine issues raised by contractors, lenders, and borrowers through Michigan Saves’ call center and emails and escalates issues to the quality and service director and lender relations team as appropriate
  • Reviews contractor applications and identifies areas for program or process improvements
  • Reviews job sheets for compliance with program requirements
Customer and Contractor Engagement
  • Develops strong, proactive, customer-focused relationships with contractors to drive demand
  • Responds to contractor, lender, and customer requests and questions (via phone, email, and web) on all Michigan Saves programs
Administrative and Event Coordination
  • Provides administrative support for the partnerships team, including scheduling meetings, coordinating travel logistics, and setting up meeting spaces
  • Plans and coordinates special meetings and events by:
  •      Contacting venues and caterers
  •      Preparing and distributing meeting materials
  •      Communicating with attendees via phone, mail, and email
Confidentiality
  • Maintains confidentiality of customer, lender, and contractor information in accordance with Michigan Saves’ information security procedures
  • Maintains confidentiality of the organization’s corporate paperwork and financials
  • Exercises discretion with the wide range of information encountered in the role
QUALIFICATIONS
  • A high-school diploma or equivalent is required
  • Minimum of three years of experience in a customer service position
  • Strong competency using the Microsoft Office suite, including Word, PowerPoint, and Excel
  • Maintains thorough knowledge of integrated email and calendaring systems (e.g., Microsoft Outlook, Google Mail, and Google Calendar)
WORK ENVIRONMENT
Michigan Saves employees work fully on-site or in a hybrid environment. Work is primarily performed indoors, with extended periods at a computer or on the telephone. The nature of the work involves multitasking, completing repetitive tasks, and having contact with the public and clients.

COMPENSATION
  • Salary range of 62,500 to 73,500 commensurate with education and experience
  • Competitive medical, dental, life, disability, and voluntary vision
  • Company 401(k) contribution
  • Paid time off granted upon start date
  • Abundant paid holidays throughout the year
  • Paid parking

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