Customer Experience Analyst

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 Calgary 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.