Binding Minds Inc. (Certified Disability Owned Business Enterprise) · 4 weeks ago
Sr. Customer Service Analyst
Detroit, MI
Contract
Hybrid
Senior Level
$28/hr - $31/hrBinding Minds, LLP is seeking a Senior Customer Service Analyst to support the Program Management team by managing customer complaints, escalations, and service-related requests. The role involves collaborating with call center operations and reimbursement teams to resolve customer issues and improve service quality.
Human ResourcesInformation TechnologyRecruitingStaffing Agency
Responsibilities
Act as the primary owner for all MPSC complaints and Executive Consumer Affairs web complaints (approximately 250 annually)
Manage and resolve “I Can Help” customer requests in alignment with defined service-level guidelines
Serve as a real-time escalation resource for call center teams to resolve customer issues prior to formal complaint submission
Support issue resolution across two separate call center vendors
Review and process more than 2,500 reimbursement requests and approximately 19,000 Greenbacks claims
Manage high-volume, seasonal workflows where response times may vary, with a target service level of 3 business days, though volumes may extend timelines up to 30 days
Conduct quality assurance monitoring for 80+ call center FTEs through weekly call calibration sessions
Provide structured feedback to ensure adherence to HPP training guidelines
Support call center sales and retention efforts
Participate in and contribute to weekly operational huddles
Review and analyze all Net Promoter Score (NPS) surveys
Respond to NPS-related callback requests (approximately 20 per week)
Apply Continuous Improvement (CI) methodologies to reduce complaint volume and enhance customer satisfaction and NPS outcomes
Maintain and update the customer journey map, tracking progress and improvement initiatives
Prepare and deliver performance reports for weekly and monthly General Manager meetings
Support Director and VP-level reporting on customer service metrics and operational performance
Participate in an every-third-week storm duty rotation, activated only when a storm event is officially 'called.'
Storm duty is required during the assigned rotation week and only when storm response hours are necessary
In the event of a CAT (Catastrophic) Storm —defined as outages impacting over 100,000 customers with restoration times of 24 hours or more—all designated storm duty personnel are required to support storm operations regardless of rotation week, time of day, weekends, holidays, or off-hours, as directed by the Corporate Storm Team
Qualification
Required
Act as the primary owner for all MPSC complaints and Executive Consumer Affairs web complaints (approximately 250 annually)
Manage and resolve 'I Can Help' customer requests in alignment with defined service-level guidelines
Serve as a real-time escalation resource for call center teams to resolve customer issues prior to formal complaint submission
Support issue resolution across two separate call center vendors
Review and process more than 2,500 reimbursement requests and approximately 19,000 Greenbacks claims
Manage high-volume, seasonal workflows where response times may vary, with a target service level of 3 business days, though volumes may extend timelines up to 30 days
Conduct quality assurance monitoring for 80+ call center FTEs through weekly call calibration sessions
Provide structured feedback to ensure adherence to HPP training guidelines
Support call center sales and retention efforts
Participate in and contribute to weekly operational huddles
Review and analyze all Net Promoter Score (NPS) surveys
Respond to NPS-related callback requests (approximately 20 per week)
Apply Continuous Improvement (CI) methodologies to reduce complaint volume and enhance customer satisfaction and NPS outcomes
Maintain and update the customer journey map, tracking progress and improvement initiatives
Prepare and deliver performance reports for weekly and monthly General Manager meetings
Support Director and VP-level reporting on customer service metrics and operational performance
Participate in an every-third-week storm duty rotation, activated only when a storm event is officially 'called.'
Storm duty is required during the assigned rotation week and only when storm response hours are necessary
In the event of a CAT (Catastrophic) Storm —defined as outages impacting over 100,000 customers with restoration times of 24 hours or more—all designated storm duty personnel are required to support storm operations regardless of rotation week, time of day, weekends, holidays, or off-hours, as directed by the Corporate Storm Team
Company
Binding Minds Inc. (Certified Disability Owned Business Enterprise)
Binding Minds, Inc is a certified diverse business that promotes “Diverse Hiring at Workplace”.
Founded in 2011
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Saloni Mahajan
Vice President, Client Partnership
Manik Lalit Tiwari
Senior Analyst- Client Partnership
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