Analyst, Customer Service​/HelpDesk, Customer Service Rep

Title: Sr. Customer Service Analyst

Location: 660 Plaza Drive Detroit MI USA 48226

Duration: 1+ Year

Pay Rate: $25.00 - $31.00/hr on W2

The role is critical for supporting the program management team by acting as the primary interface in addressing various complaints and requests.

• 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 escalated into formal complaints (supporting two separate call center companies)

• Reviewing and processing over 2,500 reimbursement requests and 19,000 Greenbacks claims
• Current response times often extend up to 30 days depending on volume and seasonality, below the desired average of 3 business days

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

• 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

• 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.” Hours are required if a storm occurs at a level requiring Storm duty personnel. The only exception is a Catastrophic Storm (when a threshold of over 100,000 customers are out of power and restore may take up to 24+ hours).

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 the role regardless of whether it is a storm week, weekend, off‑hours, or holiday.