Customer Experience & Escalations Analyst

Nrg Bluewater Wind; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Job summary

Direct Energy, an NRG company, is seeking a Customer Experience Analyst to resolve escalated inquiries and craft formal responses to customers and regulatory bodies. You will manage inquiries via phone, email, social media, and in person, ensuring communications comply with regulatory guidelines and reflect both customer and business interests.

The candidate should have at least 2 years in professional customer service, a bachelor’s degree or diploma in business or communications, and

Qualifications

• 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 on strategies to de-escalate customer situations.

Responsibilities

• Resolve customer inquiries escalated to Office of the President, regulatory bodies, and third-party stakeholders.
• Develop and communicate formal responses to customers/regulators.
• Manage inquiries via phone, email, social media, and in-person with Direct Energy customers.
• Identify root causes and recommend process, system, and training improvements to prevent recurrence.
• Collaborate with stakeholders on customer-related projects and maintain regulatory-compliant communications.

Skills

Customer service

Communication

Analytical skills

Team collaboration

Adaptability

Time management

Education

Bachelor’s degree or diploma in business or communications

Tools

SAP

Salesforce

CxOne

Job description

Direct Energy, an NRG company, is seeking a Customer Experience Analyst to resolve escalated inquiries and craft formal responses to customers and regulatory bodies. You will manage inquiries via phone, email, social media, and in person, ensuring communications comply with regulatory guidelines and reflect both customer and business interests.

The candidate should have at least 2 years in professional customer service, a bachelor’s degree or diploma in business or communications, and