Job Description
Job DescriptionSenior Customer Service AnalystLocation: Detroit, MI (Hybrid)
Pay Rate: $31.25/hour
Type: Contract with potential for extension or direct hire
Our client is seeking a Senior Customer Service Analyst to join their Program Management team as a key resource for handling customer escalations, operational reporting, and service improvement initiatives. This role plays a critical part in ensuring customer concerns are addressed quickly and effectively while supporting overall performance goals.
ResponsibilitiesComplaint and Escalation Management
- Respond to and resolve MPSC complaints and Executive Consumer Affairs web submissions (approximately 250 annually).
- Manage “I Can Help” requests in accordance with service level guidelines.
- Act as a real-time escalation resource for two call center partners to prevent formal complaints.
Reimbursement and Claims Processing
- Review and process over 2,500 reimbursement requests and 19,000 Greenbacks claims annually.
- Monitor and work to improve turnaround time to meet or exceed the three-business-day goal.
Quality Assurance and Training Support
- Participate in weekly calibration sessions to monitor quality for more than 80 call center FTEs.
- Provide feedback and ensure proper adherence to training guidelines.
- Support sales and retention initiatives at the call center level.
Customer Feedback and Improvement
- Review Net Promoter Score (NPS) survey data and respond to approximately 20 callback requests per week.
- Use Continuous Improvement (CI) practices to reduce complaints and enhance customer satisfaction.
- Maintain and update the customer journey map to track progress on service enhancements.
Reporting and Metrics
- Create and present weekly and monthly performance reports for General Manager and Director/VP meetings.
- Analyze trends, identify root causes, and recommend actionable improvements.
Qualifications
- Minimum 3 years of experience in customer service, operations, or escalation support (utility or call center experience preferred).
- Strong analytical and reporting skills, with experience using Excel and other reporting tools.
- Excellent communication skills, both written and verbal.
- Proven ability to manage sensitive situations with professionalism and urgency.
- Experience with Continuous Improvement (CI) or quality assurance processes preferred.
- Willingness to participate in storm duty rotation (every third week or during catastrophic storm events).
Why This Role
- Competitive pay at $31.25 per hour
- Hybrid work structure in Detroit, MI
- Opportunity for contract extension or direct hire
- Meaningful role focused on improving customer experience and operational outcomes