Customer Experience Analyst

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**Job Summary**:

- The Customer Experience Analyst is responsible for resolving inbound customer inquiries that have escalated to Office of the President and/or third parties
- The Customer Experience Analyst is responsible for developing and communicating formal responses to customers, entities such as the Utilities Consumer Advocate, Better Business Bureau, Media inquiries and Alberta Utilities Commission
- Ability to put oneself in the customer’s shoes is a must. As well, the Analyst must have the ability to “think outside the box” when resolving issues
- Must have exceptional verbal and written communication skills. All external communication must be in compliance with regulatory guidelines while keeping the interests of the customer and the business in mind

**Essential Duties/Responsibilities**:

- Assist customers that visit Calgary/or Edmonton office
- Work independently to investigate and resolve customer inquiries and escalations in a timely and professional manner
- Ability to identify issue trends and collaborate with internal stakeholders to drive business improvements
- Identify and alert upper management of potential high business impact events
- Effectively manage workload to meet deadlines and productivity goals
- Approve cases being worked by outsourced partners prior to providing resolutions to customers, third party organizations and regulators
- Ability to do an in-depth analysis of customer issues and provide recommendations to senior management for executive escalations
- Review calls, perform QA and coaching to ensure high quality of service for our agents and team members
- Assist in creating and amending process documents
- Manage all public and private comments, reviews and messages made on social media platforms
- Remain current on corporate policies and procedures
- Perform other duties as assigned

**Minimum Requirements**:

- Minimum 3 years of customer service experience
- 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 organizational 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 diploma required

**Preferred Qualifications**:

- Experience in a customer-service role specializing in complaints management and escalations
- At least 3 years’ experience in the utilities industry
- Call center experience
- Social media knowledge
- Coaching and training experience
- Bachelor’s degree

**Additional Knowledge, Skills, and Abilities**:

- 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
- Hybrid schedule: 3-4 days in-office, and cover team’s in-office days as needed
- 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 Edmonton, AB

**Physical Requirements**:

- Ability to sit for long periods of time