Saicon
This range is provided by Saicon. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $31.00/hr - $31.00/hr
Direct message the job poster from Saicon
Job Title:
Sr. Customer Service Analyst (Analyst I – Contractor)
Duration:
12 Months
Max Pay Rate:
$31/hr
Location:
Detroit, MI 48226 (Hybrid – Monday to Friday Remote)
Role Overview:
The Sr. Customer Service Analyst will play a critical role in supporting the program management team by serving as the primary interface for customer complaints, escalations, and service requests. This position focuses on complaint resolution, call center support, claims processing, customer experience improvement, and performance reporting.
Key Responsibilities:
Handle and resolve MPSC complaints, Executive Consumer Affairs web complaints, and “I Can Help” requests in compliance with defined service level guidelines.
Act as a real-time support resource for two call center vendors to resolve customer issues before escalation into formal complaints.
Review and process high volumes of reimbursement requests and Greenbacks claims, ensuring accuracy and timely resolution while working to reduce turnaround times.
Conduct quality assurance monitoring for over 80 call center FTEs, participate in weekly call calibration sessions, and provide actionable feedback.
Ensure adherence to HPP training guidelines and support sales and customer retention initiatives through regular call center engagement and weekly huddles.
Review Net Promoter Score (NPS) surveys and respond to customer callback requests related to NPS feedback.
Apply Continuous Improvement (CI) methodologies to reduce complaints, enhance customer satisfaction, and improve Net Promoter scores.
Maintain and update the customer journey map, tracking progress and implementing improvement initiatives.
Prepare and deliver weekly and monthly performance reports for General Manager, Director, and VP-level meetings.
Storm Duty Requirements:
Participation in an every-third-week storm duty rotation may be required. Storm duty applies only when a storm is officially “called.” In the event of a Catastrophic (CAT) Storm—defined as outages impacting over 100,000 customers—all storm duty personnel are required to support operations regardless of rotation week, weekends, holidays, or off-hours.
Required Skills & Qualifications:
Strong experience in customer complaint and escalation management
Background in call center quality assurance and performance monitoring
Ability to manage high-volume claims and reimbursement processing
Strong analytical, reporting, and communication skills
Experience with customer experience metrics, NPS, and continuous improvement initiatives
Ability to work under pressure and support emergency operations when required
Seniority level
Associate
Employment type
Contract
Job function
IT Services and IT Consulting
Referrals increase your chances of interviewing at Saicon by 2x
Get notified about new Call Center Executive jobs in
Detroit, MI .
#J-18808-Ljbffr
Base pay range $31.00/hr - $31.00/hr
Direct message the job poster from Saicon
Job Title:
Sr. Customer Service Analyst (Analyst I – Contractor)
Duration:
12 Months
Max Pay Rate:
$31/hr
Location:
Detroit, MI 48226 (Hybrid – Monday to Friday Remote)
Role Overview:
The Sr. Customer Service Analyst will play a critical role in supporting the program management team by serving as the primary interface for customer complaints, escalations, and service requests. This position focuses on complaint resolution, call center support, claims processing, customer experience improvement, and performance reporting.
Key Responsibilities:
Handle and resolve MPSC complaints, Executive Consumer Affairs web complaints, and “I Can Help” requests in compliance with defined service level guidelines.
Act as a real-time support resource for two call center vendors to resolve customer issues before escalation into formal complaints.
Review and process high volumes of reimbursement requests and Greenbacks claims, ensuring accuracy and timely resolution while working to reduce turnaround times.
Conduct quality assurance monitoring for over 80 call center FTEs, participate in weekly call calibration sessions, and provide actionable feedback.
Ensure adherence to HPP training guidelines and support sales and customer retention initiatives through regular call center engagement and weekly huddles.
Review Net Promoter Score (NPS) surveys and respond to customer callback requests related to NPS feedback.
Apply Continuous Improvement (CI) methodologies to reduce complaints, enhance customer satisfaction, and improve Net Promoter scores.
Maintain and update the customer journey map, tracking progress and implementing improvement initiatives.
Prepare and deliver weekly and monthly performance reports for General Manager, Director, and VP-level meetings.
Storm Duty Requirements:
Participation in an every-third-week storm duty rotation may be required. Storm duty applies only when a storm is officially “called.” In the event of a Catastrophic (CAT) Storm—defined as outages impacting over 100,000 customers—all storm duty personnel are required to support operations regardless of rotation week, weekends, holidays, or off-hours.
Required Skills & Qualifications:
Strong experience in customer complaint and escalation management
Background in call center quality assurance and performance monitoring
Ability to manage high-volume claims and reimbursement processing
Strong analytical, reporting, and communication skills
Experience with customer experience metrics, NPS, and continuous improvement initiatives
Ability to work under pressure and support emergency operations when required
Seniority level
Associate
Employment type
Contract
Job function
IT Services and IT Consulting
Referrals increase your chances of interviewing at Saicon by 2x
Get notified about new Call Center Executive jobs in
Detroit, MI .
#J-18808-Ljbffr