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Saicon · 2 hours ago

Customer Service Analyst

Detroit, MI

Contract

Hybrid

Senior Level

$31/hr - $31/hr

Saicon is seeking a Sr. Customer Service Analyst who will play a critical role in supporting the program management team by serving as the primary interface for customer complaints and service requests. This position focuses on complaint resolution, call center support, and performance reporting.

AppsEnterprise Resource Planning (ERP)Information Technology

Growth Opportunities

Hiring Manager

Shiv C Jha

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

Participation in an every-third-week storm duty rotation may be required

Qualification

Customer complaint managementCall center quality assuranceClaims processingAnalytical skillsPerformance reportingCustomer experience metricsContinuous improvementCommunication skillsWork under pressure