Customer Experience Specialist
24 hours ago
The Customer Experience Analyst is responsible for resolving inbound customer inquiries that have escalated to Office of the President and Third-Party Regulatory Parties.
Key Responsibilities- Develop and communicate formal responses to customer and/or regulatory entities such as the Utilities Consumer Advocate, Better Business Bureau, Media inquiries, and Alberta Utilities Commission.
- Handle inquiries and escalations via phone, email, social media, and in-person to customers from both Direct Energy and Direct Energy Regulated Services.
- Investigate, QA, and audit accounts with specific issues to identify root causes and make business recommendations.
- Assist customers visiting Calgary or Edmonton office - 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 in-depth analysis of customer's issue 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 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's policies and procedures.
- Proactively look for business improvement opportunities with findings from customers' accounts to collaborate with other business stakeholders.
- 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.
- 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.
- 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.
- 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.
- Ability to sit for long periods of time.
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