LanceSoft, Inc. · 4 hours ago
Analyst I
Detroit, MI
Full-time, Contract
Onsite
New Grad, Entry Level
$25/hr - $31/hrLanceSoft, Inc. is a company focused on providing staffing solutions, and they are seeking a Sr. Customer Service Analyst to support the program management team. The role involves addressing complaints, managing reimbursement requests, ensuring quality assurance, and creating performance reports.
Information Technology
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 customer requests effectively
Adherence to service level guidelines
Experience in call center operations
Experience in reimbursement and claims processing
Ability to review and process a high volume of requests
Experience in quality assurance and training
Ability to monitor and provide feedback to call center staff
Experience in customer feedback analysis and improvement
Ability to create performance reports for management
Willingness to participate in storm duty rotation
Company
LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele.
Founded in 2000
5001-10000 employees
H1B Sponsorship
LanceSoft, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (55)
2024 (32)
2023 (23)
2022 (25)
2021 (60)
2020 (80)
Funding
Current Stage
Late StageLeadership Team
Ram Karuppusamy
Chairman & CEO
Simon Dealy
Chief Financial Officer
Company data provided by crunchbase