Sr. Customer Service Analyst

TALENT Software Services; Detroit (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

A software services company is seeking a Senior Customer Service Analyst to support program management by addressing customer complaints, managing reimbursement requests, and ensuring quality assurance in call center operations. Key responsibilities include handling escalations, processing claims, and creating performance reports. The position requires effective communication skills and a proactive approach to customer satisfaction. Storm duty may be required during high-demand periods.

Qualifications

• Experience in handling customer complaints efficiently.
• Knowledge in processing reimbursements and managing claims.
• Trained in quality assurance methodologies.
• Ability to analyze customer feedback and implement improvements.
• Skill in generating analytical reports for management.

Responsibilities

• Address and resolve customer complaints and escalation requests.
• Process reimbursement and claim requests efficiently.
• Monitor call center performance and provide necessary feedback.
• Analyze customer feedback for continuous improvement.
• Create performance reports for management meetings.

Skills

Complaint Handling

Reimbursement Processing

Quality Assurance Training

Customer Feedback Analysis

Report Generation

Job description

Title – Sr. Customer Service Analyst

Description

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:

• Complaint/Escalation Handling
  • Address all MPSC complaints and Executive Consumer Affairs web complaints (approximately 250 per year).
  • Manage "I Can Help" requests.
  • Adhere to required service level guidelines.
  • Serve as a real-time resource for the call center to resolve customer issues before they escalated into formal complaints, supporting two separate call center companies.
• Reimbursement and Claims Processing
  • Review and process over 2,500 reimbursement requests and 19,000 Greenbacks claims.
  • Track response times; currently 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
  • Monitor over 80 call‑center FTEs during quality‑assurance calibration sessions and provide feedback.
  • Ensure adherence to proper HPP training guidelines.
  • Drive sales and retention efforts at the call center; participate in weekly huddles.
• Customer Feedback and Improvement
  • Review Net Promoter Surveys.
  • Respond to NPS ticket complaint requests for callbacks (about 20 per week).
  • Use Continuous Improvement (CI) to reduce complaints and improve customer satisfaction and Net Promoter scores.
  • Maintain the customer‑journey map and track progress for improvements.
• Reporting
  • Create 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 storm is “called.” Storm hours are required if a storm occurs at a level that requires storm duty personnel. In the event of a catastrophic storm (over 100,000 customers out of power with restoration time that could exceed 24 hours), corporate storm team will notify all storm duty participants; at that time all storm duty personnel are required to work regardless of scheduled week, weekend, off‑hours, or holiday.