Customer Experience Analyst

Welcome to the intersection of energy and home services. At Direct Energy, an NRG company, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

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

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Job Summary:

• The Customer Experience Analyst is responsible for resolving customer inquiries that have escalated to Office of the President, regulatory bodies, and other third-party stakeholders.
• They are responsible for developing and communicating formal responses to customers and/or regulatory entities such as the Utilities Consumer Advocate, Better Business Bureau, and Alberta Utilities Commission, as well as supporting media escalations.
• The Customer Experience Analyst will manage inquiries and escalations via phone, email, social media, and in-person with Direct Energy customers.
• The ability to empathize, find ways to say yes and educate the customers, and think creatively is essential.
• Exceptional verbal and written communication skills are required. All external communication must comply with regulatory guidelines and consider the interests of both the customer and the business.
• The role involves reviewing and investigating accounts with issues to identify root causes and recommending process, system, and training improvements to prevent future occurrences.

Essential Duties/Responsibilities:

• Assist customers that visit the Direct Energy’s local office.
• Work independently to investigate and resolve customer inquiries and escalations in a timely and professional manner.
• Identify new and reoccurring customer issues and collaborate with stakeholders to implement business improvements.

• Identify and alert senior management of all potential high business impact events.
• Manage workload to meet deadlines and productivity targets.
• Approve outgoing cases handled by the third-party vendor prior to providing resolutions to customers, regulators, and third parties.
• Proactively identify business improvement opportunities, using customer surveys, interactions, and third-party inputs as information sources.

• Review calls and perform QA and coaching to ensure quality service.
• Collaborate with stakeholders on customer-related projects.

• Create and amend process documents and procedures.
• Manage public and private comments, reviews and messages on Direct Energy’s social media platforms.
• Maintain currency with company policies and procedures.
• Identify opportunities to leverage AI and Robotic Process Automation (RPA) to streamline manual workflows, reduce processing effort, and improve team productivity.

Minimum Requirements:

• At least 2 years of experience in a professional customer service role.
• Bachelor’s degree or diploma, preferably in business or communications.
• Exceptional verbal and written communication skills.
• Capable of delivering robust, timely business analytics and advising partners and organizational stakeholders on strategies to de-escalate customer situations.

• Skilled in working and collaborating professionally and effectively in a team environment.
• Adaptable to changing environments and capable of managing multiple priorities.

Preferred Qualifications:

• At least 1 year of experience in the utilities industry
• Call center or complaints management experience with an ability to interact with and de-escalate customers.
• Prior root cause analysis experience.
• Experience in social media management.
• Coaching and training expertise.
• Vendor management experience.
• Proficiency in SAP.
• Experience with Salesforce and CxOne.

Additional Knowledge, Skills, and Abilities:

• Proficient in analyzing accounts and effectively resolving issues under pressure.
• Keen attention to detail.
• Intermediate to advanced Excel skills.
• Strong aptitude for learning and utilizing various applications to perform duties.
• Ability to understand and interpret Alberta’s utilities regulations.

Working Conditions:

• Located on-site in the Edmonton Direct Energy office.
• Open office setting.
• Overtime may be necessary depending on project and operational demands.
• Some travel required, which may require a valid passport.

Physical Requirements:

• Capability to remain seated for extended durations.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume). However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication. Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.