Customer Experience Analyst

Welcome to the intersection of energy and home services. At NRG, 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. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. 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 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

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

Any information you provide through this form will be used and disclosed for the purposes of considering your application and, if you are offered a job, in relation to your employment (including post-employment activities). If you have provided references, you consent to us contacting such references and obtaining your personal information from them. Do not submit references if you have not obtained the consent of such references. Your personal information will otherwise be handled in accordance with our privacy policy.

DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to careers@nrg.com if you have any questions.