Customer Service Analyst

Customer Service Analyst – Program Management Support

Base pay range: $28.00/hr – $31.00/hr (actual pay based on skills and experience).

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

• Address all MPSC complaints and Executive Consumer Affairs web complaints (approximately 250 per year). Adhere to required service level guidelines.
• Serve as a real‑time resource for the call center to resolve customer issues before they become formal complaints, supporting two separate call center companies.
• Review and process over 2,500 reimbursement requests and 19,000 Greenbacks claims; improve response times, currently often up to 30 days.
• Monitor over 80 call center FTEs for quality assurance during weekly calibration sessions, provide feedback, ensure adherence to HPP training guidelines, and drive sales and retention efforts.
• Review all Net Promoter Surveys, respond to NPS ticket complaint requests for callbacks (about 20 per week), and 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.
• Create reports for weekly/monthly general manager meetings and/or director/VP report outs on performance metrics>
• Participate in a storm duty rotation every third week when required; storm duty personnel may work during all hours if a catastrophic storm (CAT storm) occurs, as defined by the corporate storm team.