Customer Care Analyst

Alberta Energy Regulator; Calgary; On-site; CAD 66,000 - 77,000; Full time

Benefits offered by this job

Competitive compensation

Defined benefit pension

Flexible benefits

Wellness programs

Job summary

Alberta Energy Regulator in Calgary seeks a Customer Care Analyst to join our Customer Contact Centre, the single-entry point for questions about AER's regulation, processes, and systems.

You will answer inquiries by phone and email, collaborate across the organization, and help Indigenous communities understand regulatory information. This role requires a diploma and customer service experience.

Qualifications

• Diploma in Communications, Social Science, Public Relations or a related field with an entry-level understanding of the oil & Gas industry.
• Minimum of 2 to 3 years in a customer service role is preferred.
• Excellent communications skills with the ability to explain complex practices, procedures, and policies to anyone you interact with.
• Critical thinking and problem solving; ability to research and provide accurate information.
• Ability to work at a fast pace and to manage stress in a reactive environment.
• Interpersonal Communications Basics Training, Conflict Resolution and/or Introduction to Oil & Gas Business would be considered an asset.

Responsibilities

• Work across the organization to maintain professional knowledge of the work of the AER, including high-level comprehension of a wide range of regulatory information to resolve inquiries received by phone and email.
• Respond to stakeholder inquiries in plain language, reflecting and conveying clear understanding of the information sought.
• Assist Indigenous peoples and stakeholders to understand and appropriately access regulatory information and processes.
• Ensure accurate and timely data collection and record keeping; analyze trends and provide insights to business groups.
• Support AER business groups with OneStop deployments and FAQ/training tool building.

Skills

Customer service

Communication skills

Critical thinking

Research skills

Stress management

Conflict resolution

Education

Diploma in Communications

Diploma in Social Science

Diploma in Public Relations

Job description

Location: Calgary Head Office, AlbertaEmployment Type: Full Time – PermanentSalary Range: SP1, Level 3, $65,790- $77,400 per year. The final compensation for this position will be determined based on individual factors, including education, qualifications, experience, and internal equity.Customer Care AnalystThe OpportunityAre you interested in understanding a wide variety of the Alberta Energy Regulator (AER) disciplines, enjoy a fast-paced environment, and have excellent communication skills? If so, this position may be of interest to you.The Customer Contact Center is the single-entry point for internal and external stakeholders who have questions about AER's regulation, processes, and systems. This is a dynamic environment where Customer Care Analysts work with various, internal AER, industry and public stakeholders. Customer Care Analysts apply functional knowledge about the AER while working with subject matter experts to provide accurate and timely responses to inquiries. Customer Care Analysts ensure high quality responses while maintaining customer service and professionalism as representatives of the AER.The Customer Contact Centre is made up of talented and supportive people who believe in excellent customer service.What your day-to-day will look like:Work across the organization to maintain professional, generalist knowledge of the work of the AER, including high-level comprehension of a wide range of regulatory information to resolve inquiries received by phone and email. This includes specific questions related to Directive 056, Digital Data Submission system, and OneStop.Respond to stakeholder inquiries in plain language, reflecting and conveying clear understanding of the information sought.Assist Indigenous peoples and stakeholders to understand and appropriately access regulatory information and processes.Ensure accurate and timely data collection and record keeping; analyze trends and provide insights to business groups.Support AER business groups with OneStop deployments and FAQ/training tool building.What we’re looking for in you:Diploma in Communications, Social Science, Public Relations or a related field with an entry-level understanding of the oil & Gas industry.Minimum of 2 to 3 years in a customer service role is preferred.Excellent communications skills with the ability to explain complex practices, procedures, and policies to anyone you interact with.Critical thinking and problem solving, ability to research and provide accurate information.Ability to work at a fast pace and to manage stress in a reactive environment.Interpersonal Communications Basics Training, Conflict Resolution and/or Introduction to Oil & Gas Business would be considered an asset.Additional Information:All applicants must be legally entitled to work in Canada at the time of application.Should an individual with the required qualifications not be available, applicants with closely related qualifications may be considered. As a result, the position may be redesigned and/or reclassified.This role has a business requirement to work from Calgary Head Office, Alberta.If you need accommodation during any stage of the recruitment process, please email [e-mail]. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.What we offer you:Opportunity to make a difference and be part of a performance driven team that is responsible for the efficient, safe, orderly, and environmentally responsible development of Alberta’s energy and mineral resources.The ability to leverage your expertise and critical thinking skills to contribute in wide-ranging, challenging, and complex work.Robust total reward packages including; a competitive compensation program, defined benefit pension plan(s), flexible benefits, and wellness programs.Flexible work options and hours, aligned with organizational policies.More information about working at the AER including our comprehensive Total Rewards package can be found in the careers section of our website https://www.aer.ca/providing-information/about-the-aer/careers/what-we-offer.Our Commitment to Diversity:At the AER, our values of Accountability, Collaboration, Transparency, and Trust & Respect are foundational to our culture – a culture where every individual, regardless of race, colour, religion, gender, national origin, age, disability, or any other legally protected factors, thrives and contributes their unique perspectives.Our commitment to diversity, equity, and inclusion fuels innovation, creating a brighter, more sustainable Alberta for all. Join us in shaping this dynamic future.Application closing date: November 5, 2026, at midnight