Sr. Customer Service Analyst

Job Description

Job Description

Senior Customer Service Analyst

Location: Detroit, MI (Hybrid)
Pay Rate: $31.25/hour
Type: Contract with potential for extension or direct hire

Our client is seeking a Senior Customer Service Analyst to join their Program Management team as a key resource for handling customer escalations, operational reporting, and service improvement initiatives. This role plays a critical part in ensuring customer concerns are addressed quickly and effectively while supporting overall performance goals.

Responsibilities

Complaint and Escalation Management

• Respond to and resolve MPSC complaints and Executive Consumer Affairs web submissions (approximately 250 annually).

• Manage “I Can Help” requests in accordance with service level guidelines.

• Act as a real-time escalation resource for two call center partners to prevent formal complaints.

Reimbursement and Claims Processing

• Review and process over 2,500 reimbursement requests and 19,000 Greenbacks claims annually.

• Monitor and work to improve turnaround time to meet or exceed the three-business-day goal.

Quality Assurance and Training Support

• Participate in weekly calibration sessions to monitor quality for more than 80 call center FTEs.

• Provide feedback and ensure proper adherence to training guidelines.

• Support sales and retention initiatives at the call center level.

Customer Feedback and Improvement

• Review Net Promoter Score (NPS) survey data and respond to approximately 20 callback requests per week.

• Use Continuous Improvement (CI) practices to reduce complaints and enhance customer satisfaction.

• Maintain and update the customer journey map to track progress on service enhancements.

Reporting and Metrics

• Create and present weekly and monthly performance reports for General Manager and Director/VP meetings.

• Analyze trends, identify root causes, and recommend actionable improvements.

Qualifications

• Minimum 3 years of experience in customer service, operations, or escalation support (utility or call center experience preferred).

• Strong analytical and reporting skills, with experience using Excel and other reporting tools.

• Excellent communication skills, both written and verbal.

• Proven ability to manage sensitive situations with professionalism and urgency.

• Experience with Continuous Improvement (CI) or quality assurance processes preferred.

• Willingness to participate in storm duty rotation (every third week or during catastrophic storm events).

Why This Role

• Competitive pay at $31.25 per hour

• Hybrid work structure in Detroit, MI

• Opportunity for contract extension or direct hire

• Meaningful role focused on improving customer experience and operational outcomes

#IND1

Company Description

Using the best business practices obtained from many years of experience in Business, Law, and Recruiting and Staffing, the Founders at CrossFire Group (“CrossFire”) started in downtown Royal Oak, MI more than a decade ago. With backgrounds in Information Technology (IT) and the Legal Industry, CrossFire began placing by IT and Legal Professionals in contract and direct-hire positions throughout the Midwest.

Since our founding, CrossFire has grown into a full-service Human Capital Solutions Organization. We are proud of now providing full services beyond recruiting and staffing. Our portfolio of services includes HR supply chain management, human resources consulting, and many customized Human Resource related services.

Company Description

Using the best business practices obtained from many years of experience in Business, Law, and Recruiting and Staffing, the Founders at CrossFire Group (“CrossFire”) started in downtown Royal Oak, MI more than a decade ago. With backgrounds in Information Technology (IT) and the Legal Industry, CrossFire began placing by IT and Legal Professionals in contract and direct-hire positions throughout the Midwest.\r\n\r\nSince our founding, CrossFire has grown into a full-service Human Capital Solutions Organization. We are proud of now providing full services beyond recruiting and staffing. Our portfolio of services includes HR supply chain management, human resources consulting, and many customized Human Resource related services.