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.

More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn, and follow us on Twitter @nrgenergy.

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 :

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Preferred Qualifications :

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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.

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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 [email protected] if you have any questions.