Job Description

Job Description

Are you an experienced Sr. Customer Service Analyst with a desire to excel? If so, then Talent Software Services may have the job for you! Our client is seeking an experienced Sr. Customer Service Analyst to work at their company in Detroit, MI.

Position Summary: The role is critical for supporting the program management team by acting as the primary interface in addressing various complaints and requests. Key responsibilities include:

Primary Responsibilities/Accountabilities:

Complaint/Escalation Handling

• Addressing all MPSC complaints and Executive Consumer Affairs web complaints (approximately 250 per year)
• Managing "I Can Help" requests
• Adhering to the required service level guidelines
• Serving as a real-time resource for the call center to resolve customer issues before they escalate into formal complaints. Supporting two separate call center companies.

Reimbursement and Claims Processing

• Reviewing and processing over 2,500 reimbursement requests and 19,000 Greenbacks claims
• Currently, response times do not meet the desired average of 3 business days, often extending up to 30 days depending on volume and seasonality

Quality Assurance and Training

• Monitoring over 80 call center FTEs for quality assurance during weekly call calibration sessions and providing feedback
• Ensuring adherence to proper HPP training guidelines
• Driving sales and retention efforts at the call center/Participating in weekly huddles

Customer Feedback and Improvement

• Reviewing all Net Promoter Surveys
• Responding to NPS ticket complaint requests for callbacks (about 20 per week)
• Using Continuous Improvement (CI) to reduce complaints and improve customer satisfaction and Net Promoter scores
• Maintaining the customer journey map and tracking progress for improvements

Reporting

• Creating reports for weekly/monthly General Manager meetings and/or Director/VP report-outs on performance metrics.
• Storm Duty may be required as part of an every third week rotation. Storm role is only required during the week on rotation and only if a storm is “called” where storm hours are required if a storm occurs at a level that requires Storm duty personnel (it is not very frequent). The only exception is if CAT Storm (Catastrophic Storm means when a threshold of over 100,000 customers are out of power and the length of time to restore could take up to 24 hours or more to restore. This CAT storm designation is defined by the Corporate storm team and will notify all storm duty participants when necessary. At that time all storm duty personnel are required to work storm role regardless if it is their storm week and also required regardless if it is a weekend, off hours, holiday etc.

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