Customer Experience Analyst

Job Summary: 

• The Customer Experience Analyst is responsible for resolving inbound customer inquiries that have escalated to Office of the President and Third-Party Regulatory Parties
• The Customer Experience Analyst is responsible for developing and communicating a formal response to customer and/or regulatory entities such as the Utilities Consumer Advocate, Better Business Bureau, Media inquiries and Alberta Utilities Commission
• The Customer Experience Analyst will handle inquiries and escalations via phone, email, social media, and in-person to customers from both Direct Energy and Direct Energy Regulated Services
• Ability to put oneself in the customers’ shoes is a must.  As well the agent must have the creativity to “think outside the box” when resolving issues
• Must have exceptional communication skills; both verbal and written. All external communication must be in compliance with regulatory guidelines while keeping the interests of the customer and the business in mind
• Investigate, QA and Audit accounts with specific issues to identify root causes and make business recommendations

Essential Duties/Responsibilities:

• Assist customers that visit Calgary/or Edmonton office - position is fully onsite to either Calagary or Edmonton office
• Works independently to investigate, resolve customer inquiries and escalations in a timely and professional manner
• Ability to identify new and reoccurring customer issues to collaborate with different departments to make business improvements
• Identifies and alerts upper management regarding any potential high business impact events
• Effectively manages 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
• Ability to do an 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 of 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 data base
• 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
• Perform other duties as assigned

Minimum Requirements:

• 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
• Highschool 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

Additional Knowledge, Skills and Abilities:

• 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

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