Customer Experience Analyst

NRG•Calgary, AB

4d•Onsite

About The Position

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.

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.
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.

Nice To Haves

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.

Responsibilities

Resolving customer inquiries that have escalated to Office of the President, regulatory bodies, and other third-party stakeholders.
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.
Managing inquiries and escalations via phone, email, social media, and in-person with Direct Energy customers.
Assisting customers that visit the Direct Energy’s local office.
Working independently to investigate and resolve customer inquiries and escalations in a timely and professional manner.
Identifying new and reoccurring customer issues and collaborating with stakeholders to implement business improvements.
Identifying and alerting senior management of all potential high business impact events.
Managing workload to meet deadlines and productivity targets.
Approving outgoing cases handled by the third-party vendor prior to providing resolutions to customers, regulators, and third parties.
Proactively identifying business improvement opportunities, using customer surveys, interactions, and third-party inputs as information sources.
Reviewing calls and performing QA and coaching to ensure quality service.
Collaborating with stakeholders on customer-related projects.
Creating and amending process documents and procedures.
Managing public and private comments, reviews and messages on Direct Energy’s social media platforms.
Maintaining currency with company policies and procedures.
Identifying opportunities to leverage AI and Robotic Process Automation (RPA) to streamline manual workflows, reduce processing effort, and improve team productivity.