TALENT Software Services · 2 weeks ago
Sr. Customer Service Analyst
Detroit, MI
Full-time
Onsite
Senior Level
$28/hr - $31/hrTALENT Software Services is seeking an experienced Sr. Customer Service Analyst to support their program management team in Detroit, MI. The role involves addressing customer complaints, managing reimbursement requests, ensuring quality assurance, and creating performance reports.
Artificial Intelligence (AI)ConsultingDevOpsHealth CareIT ManagementProject ManagementRecruitingStaffing Agency
Responsibilities
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 escalate into formal complaints. Supporting two separate call center companies
Reviewing and processing over 2,500 reimbursement requests and 19,000 Greenbacks claims
Currently, response times do not meet the desired average of 3 business days, often extending up to 30 days depending on volume and seasonality
Monitoring over 80 call center FTEs for quality assurance during weekly call calibration sessions and providing feedback
Ensuring adherence to proper HPP training guidelines
Driving sales and retention efforts at the call center/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” where storm hours are required if a storm occurs at a level that requires Storm duty personnel (it is not very frequent). The only exception is if CAT Storm (Catastrophic Storm means when a threshold of over 100,000 customers are out of power and the length of time to restore could take up to 24 hours or more to restore. 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 storm role regardless if it is their storm week and also required regardless if it is a weekend, off hours, holiday etc
Qualification
Required
Experience as a Sr. Customer Service Analyst
Ability to address MPSC complaints and Executive Consumer Affairs web complaints
Experience managing 'I Can Help' requests
Adherence to required service level guidelines
Ability to serve as a real-time resource for the call center
Experience in reviewing and processing reimbursement requests and claims
Ability to monitor call center FTEs for quality assurance
Experience in providing feedback during call calibration sessions
Knowledge of HPP training guidelines
Experience in driving sales and retention efforts at the call center
Ability to review Net Promoter Surveys
Experience responding to NPS ticket complaint requests
Knowledge of Continuous Improvement (CI) methodologies
Ability to maintain customer journey maps and track progress
Experience creating reports for performance metrics
Availability for Storm Duty as part of an every third week rotation
Company
TALENT Software Services
Talent Software Services is an IT staffing services company of healthcare and government sectors.
Founded in 1987
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Prashanth Upadrashta
Vice President -Global Operations & Delivery
Dave Iacarella
Owner
Recent News
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