Call Center Specialist

Overview

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.

• 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.

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.

• 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