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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 wa...