Customer Experience Analyst

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.