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Customer Experience Specialist

2 months ago

Edmonton, Alberta, Canada NRG Full time
Customer Experience Analyst Job Description

Welcome to NRG, where we're propelling the next generation of leaders forward. We're driven by our passion to create a smarter, cleaner, and more connected future. Our innovative solutions make our customers' lives easier, helping them power, protect, and intelligently manage their homes and businesses.

We offer a dynamic work environment and a unified, inclusive culture. Our company programs are designed to help employees develop the skills they need for success. In everything we do, we aim to champion our employees and bring value to our customers, investors, and society.

Job Summary:
  • The Customer Experience Analyst is responsible for resolving inbound customer inquiries that have escalated to Office of the President and Third-Party Regulatory Parties.
  • The Customer Experience Analyst develops and communicates formal responses to customer and/or regulatory entities, such as the Utilities Consumer Advocate, Better Business Bureau, Media inquiries, and Alberta Utilities Commission.
  • The Customer Experience Analyst handles inquiries and escalations via phone, email, social media, and in-person to customers from both Direct Energy and Direct Energy Regulated Services.
  • The agent must have the creativity to 'think outside the box' when resolving issues and put themselves in the customers' shoes.
  • The analyst must have exceptional communication skills, both verbal and written, and ensure all external communication is in compliance with regulatory guidelines while keeping the interests of the customer and the business in mind.
  • The Customer Experience Analyst investigates, QA, and audits accounts with specific issues to identify root causes and make business recommendations.
Essential Duties/Responsibilities:
  • Assist customers visiting the Calgary or Edmonton office, as the position is fully onsite to either Calgary or Edmonton office.
  • Work independently to investigate, resolve customer inquiries, and escalations in a timely and professional manner.
  • Identify new and reoccurring customer issues to collaborate with different departments to make business improvements.
  • Alert upper management regarding any potential high business impact events.
  • Effectively manage workload to meet all deadlines and productivity goals.
  • Approve outgoing cases being handled by the third-party vendor prior to providing resolutions to customers, third-party organizations, and regulators.
  • Perform an in-depth analysis of customer issues in a timely manner to provide a fair resolution and provide recommendations to upper management for high-level escalations.
  • Review calls, perform QA, and coaching to ensure high-quality service for our agents and team members.
  • Collaborate with different departments on various customer-related projects.
  • Assist in creating and amending process documents to the Customer Experience Team database.
  • Manage all public and private comments, reviews, and messages made on Direct Energy's and Direct Energy Regulated Services' social media platforms.
  • Continuous training to be up to date with company policies and procedures.
  • Proactively look for business improvement opportunities with findings from customer accounts to collaborate with other business stakeholders.
  • Perform other duties as assigned.
Minimum Requirements:
  • Minimum 3 years of experience in a customer service role.
  • Exceptional verbal and written communication skills required.
  • Able to provide strong, timely business analytics and make recommendations on how to de-escalate customers to partners and organizational stakeholders.
  • Able to work and collaborate professionally and effectively in a team environment.
  • Ability to adapt to a changing environment and handle multiple priorities.
  • High school level education or GED equivalent.
Preferred Qualifications:
  • Experience in a customer-service role specializing in complaints management and escalations.
  • At least 3 years or more experience in the utilities industry.
  • Call center experience.
  • Social media knowledge.
  • Experience related to customer service, coaching, and training.
  • Bachelor's degree.
Additional Knowledge, Skills, and Abilities:
  • Ability to interact and de-escalate with customers over phone, in person, email, and social media.
  • Ability to analyze accounts and resolve issues effectively under pressure.
  • Intermediate Microsoft Office and Outlook skills.
  • Strong ability to learn and use various programs and platforms to carry out duties.
  • Ability to understand and interpret Alberta's utilities regulations.
Working Conditions:
  • Open office environment.
  • On-Site.
  • Overtime may be required as special projects or excessive workload arises.
  • Some travel required, which may require a valid passport.
  • This role will be based out of Calgary or Edmonton, AB.
Physical Requirements:
  • Ability to sit for long periods of time.