Job Summary The Customer Experience Analyst is responsible for resolving customer inquiries that have escalated to 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 root causes and recommending process, system, and training improvements to prevent future occurrences. 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 Calgary 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. NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law. #J-18808-Ljbffr