Sr. Customer Service Analyst

Title – Sr. Customer Service Analyst Description The role is critical for supporting the program management team by acting as the primary interface in addressing various complaints and requests. Key responsibilities include: Complaint/Escalation Handling Address all MPSC complaints and Executive Consumer Affairs web complaints (approximately 250 per year). Manage "I Can Help" requests. Adhere to required service level guidelines. Serve as a real-time resource for the call center to resolve customer issues before they escalated into formal complaints, supporting two separate call center companies. Reimbursement and Claims Processing Review and process over 2,500 reimbursement requests and 19,000 Greenbacks claims. Track response times; currently do not meet the desired average of 3 business days, often extending up to 30 days depending on volume and seasonality. Quality Assurance and Training Monitor over 80 call‑center FTEs during quality‑assurance calibration sessions and provide feedback. Ensure adherence to proper HPP training guidelines. Drive sales and retention efforts at the call center; participate in weekly huddles. Customer Feedback and Improvement Review Net Promoter Surveys. Respond to NPS ticket complaint requests for callbacks (about 20 per week). Use Continuous Improvement (CI) to reduce complaints and improve customer satisfaction and Net Promoter scores. Maintain the customer‑journey map and track progress for improvements. Reporting Create 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.” Storm hours are required if a storm occurs at a level that requires storm duty personnel. In the event of a catastrophic storm (over 100,000 customers out of power with restoration time that could exceed 24 hours), corporate storm team will notify all storm duty participants; at that time all storm duty personnel are required to work regardless of scheduled week, weekend, off‑hours, or holiday. #J-18808-Ljbffr Talent Software Services