Customer Experience Analyst

Job Summary

The Customer Experience Analyst is responsible for resolving customer inquiries that have escalated to the 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 ro...