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 a...