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Operations Assistant I
Ref No.: 18-12473
Location: Jackson, Michigan
This position will serve as a daily auditor with our HVAC and White Good Contractor Network.
This position is responsible for reviewing the bi-weekly invoices that our contractors send in after completing the scheduled service call. (This is how they get paid)This person will be looking for incorrect part charges and repeat calls holding the contractor to the contract they signed with Consumers Energy to do the work we give them daily. We currently have 120 statewide contractors servicing the Consumers Energy Appliance Service Plan (225,000 customers on the program statewide). Contractors run approximately 90,000 service calls a year. This review or audit helps us review pricing, repeats, and terms to the contract which the contractor agreed to when they signed up to do work for Consumers Energy.
This Position will also assist when needed the ASP Field Support team which includes the Appliance Service Plan Support e-mail box, which may include any of the following requests; repair approvals, repair denials, customer issues, etc. You will be required to gather all needed information and make a decision based on that information. Often times you will need to contact the customer, contractor and or service technician in order to effectively provide a resolution to the problem at hand
This position consults regularly with positions at all levels and departments within the company including senior management.
This job requires the ability to handle changing priorities and multiple projects concurrently and working within large volumes of monthly data, organizing a variety of supplies and materials
**** This person will be reporting to the Jackson Area

Strong interpersonal skills are important for this position in order to work well with both customers and employees
Able to effectively deal with customers under unpleasant circumstances and have the ability to maintain composure while trying to resolve the situation.
Ability to make follow-up phone calls to customers
Exceptional organizational skills
Critical thinking
Self - directed
Strong oral and written communication skills
The ability to use existing or new technology to streamline workload and data
Proficient with MS Word, Excel, PowerPoint, Access, and SAP