Job Information
NRG Energy, Inc. Customer Experience Analyst in Edmonton, Alberta
Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.
We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.
More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn, and follow us on Twitter @nrgenergy.
Job Summary:
The Customer Experience Analyst is responsible for resolving inbound customer inquiries that have escalated to Office of the President and Third-Party Regulatory Parties
The Customer Experience Analyst is responsible for developing and communicating a formal response to customer and/or regulatory entities such as the Utilities Consumer Advocate, Better Business Bureau, Media inquiries and Alberta Utilities Commission
The Customer Experience Analyst will handle inquiries and escalations via phone, email, social media, and in-person to customers from both Direct Energy and Direct Energy Regulated Services
Ability to put oneself in the customers’ shoes is a must. As well the agent must have the creativity to “think outside the box” when resolving issues
Must have exceptional communication skills; both verbal and written. All external communication must be in compliance with regulatory guidelines while keeping the interests of the customer and the business in mind
Investigate, QA and Audit accounts with specific issues to identify root causes and make business recommendations
Essential Duties/Responsibilities:
Assist customers that visit Calgary/or Edmonton office - position is fully onsite to either Calagary or Edmonton office
Works independently to investigate, resolve customer inquiries and escalations in a timely and professional manner
Ability to identify new and reoccurring customer issues to collaborate with different departments to make business improvements
Identifies and alerts upper management regarding any potential high business impact events
Effectively manages workload to meet all deadlines and productivity goals
Approve outgoing cases being handled by the third-party vendor prior to providing resolutions to customers, third party organizations and regulators
Ability to do an in-depth analysis of customer’s issue in a timely manner to provide a fair resolution, and provide recommendations to upper management for high-level escalations
Review calls, perform QA and coaching to ensure high quality of service for our agents and team members
Collaborate with different departments on various customer-related projects
Assist in creating and amending process documents to Customer Experience Team data base
Manage all public and private comments, reviews and messages made on Direct Energy’s and Direct Energy Regulated Services’ social media platforms
Continuous training to be up to date with company’s policies and procedures
Proactively look for business improvement opportunities with findings from customers accounts to collaborate with other business stakeholders
Perform other duties as assigned
Minimum Requirements:
Minimum 3 years of experience in a customer service role
Exceptional verbal and written communication skills required
Able to provide strong, timely business analytics and make recommendations on how to de-escalate customers to partners and organizational stakeholders
Able to work and collaborate professionally and effectively in a team environment
Ability to adapt to a changing environment and handle multiple priorities
Highschool level education or GED equivalent
Preferred Qualifications:
Experience in a customer-service role specializing in complaints management and escalations
At least 3 years or more experience in the utilities industry
Call center experience
Social media knowledge
Experience related to customer service, coaching and training
Bachelor’s degree
Additional Knowledge, Skills and Abilities:
Ability to interact and de-escalate with customers over phone, in person, email and social media
Ability to analyze accounts and resolve issues effectively under pressure
Intermediate Microsoft Office and Outlook skills
Strong ability to learn and use various programs and platforms to carry out duties
Ability to understand and interpret Alberta’s utilities regulations
Working Conditions:
Open office environment
On-Site
Overtime may be required as special projects or excessive workload arises
Some travel required which may require a valid passport
This role will be based out of Calgary or Edmonton, AB
Physical Requirements:
- Ability to sit for long periods of time
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.
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DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to careers@nrg.com if you have any questions.