netPolarity, Inc. (Saicon Consultants, Inc.) · 5 hours ago
Customer Service Analyst
Detroit Metro
Contract
Onsite
Senior Level
$28/hr - $31/hrnetPolarity, Inc. is seeking a Senior Customer Service Analyst to support the program management team. The role involves addressing complaints, managing reimbursement requests, ensuring quality assurance, and driving customer feedback initiatives.
DeliveryHuman ResourcesInformation TechnologyStaffing Agency
Hiring Manager
Divesh Prasad
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 week 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 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 length of time to restore could take up to 24 hours or more to restore. This CAT storm designation is defined by 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 is there storm week and also required regardless if it is a weekend, off hours, holiday etc…
Qualification
Required
Experience in complaint and escalation handling
Ability to manage high volumes of requests and claims processing
Experience in quality assurance and training within a call center environment
Strong analytical skills for reviewing customer feedback and improving processes
Proficiency in creating performance reports for management meetings
Ability to work in a fast-paced environment and meet service level guidelines
Willingness to participate in storm duty as required
Company
netPolarity, Inc. (Saicon Consultants, Inc.)
netPolarity, a subsidiary of Saicon, is a certified Woman and Minority-Owned Business Enterprise, a leading full-service workforce solutions provider delivering contingent workforce staffing, payrolling, temp-to-hire and direct-hire services to Fortune 500 companies nationwide.
Founded in 2000
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Haixia Zhang
Chief Executive Officer
Company data provided by crunchbase