Customer Experience Specialist

4 weeks ago

Calgary, Alberta, Canada Direct Energy Full time
Job Title: Customer Experience Analyst

Direct Energy is seeking a highly skilled Customer Experience Analyst to join our team. As a Customer Experience Analyst, you will be responsible for investigating, resolving, and escalating customer inquiries and issues in a timely and professional manner.

Key Responsibilities:
  • Investigate and resolve customer inquiries and issues through various communication channels, including phone, email, and social media.
  • Collaborate with different departments to identify and address customer issues and improve business processes.
  • Identify and escalate high-priority customer issues to upper management.
  • Manage workload and meet deadlines while maintaining high-quality service standards.
  • Approve outgoing cases handled by third-party vendors and provide resolutions to customers, third-party organizations, and regulators.
  • Perform in-depth analysis of customer issues to provide fair resolutions and recommendations to upper management.
  • Review calls, perform QA, and coaching to ensure high-quality service for agents and team members.
  • Collaborate with departments on customer-related projects and assist in creating and amending process documents.
  • Manage social media comments, reviews, and messages for Direct Energy and Direct Energy Regulated Services.
  • Stay up-to-date with company policies and procedures through continuous training.
Requirements:
  • Minimum 3 years of experience in a customer service role.
  • Exceptional verbal and written communication skills.
  • Ability to provide strong, timely business analytics and make recommendations on how to de-escalate customers to partners and stakeholders.
  • Ability 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.
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.

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