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Customer Experience Analyst

2 weeks ago

Edmonton, Canada Direct Energy Full time

As an NRG employee, we encourage you to think creatively and proactively about your career choices. Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge. Providing career growth to our own employees is critical to our ongoing success-take charge of your career goals and empower your future

**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