Enhance customer satisfaction as a Customer Experience Analyst with Direct Energy in Edmonton. This role focuses on resolving escalated customer inquiries, ensuring compliance, and improving processes.

The Customer Experience Analyst will manage escalated cases from various stakeholders, including regulatory agencies. Key responsibilities include developing formal responses, analyzing customer interactions, and investigating issues to recommend improvements. Successful candidates will possess exceptional communication skills and a creative problem-solving ability.

Key Responsibilities:
• Resolve escalated customer inquiries via multiple channels
• Develop and communicate formal responses to stakeholders
• Review and investigate customer accounts for root causes




• Identify business improvement opportunities through analysis
• Collaborate with stakeholders on customer-related projects

Requirements:
• Minimum 2 years in customer service roles
• Bachelor’s degree in business or communications preferred
• Exceptional verbal and written communication skills
• Familiar with social media management strategies
• Experience in utilities sector and escalation management

Leverage your analytical skills and customer focus to drive enhancements in customer experience at Direct Energy.
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📌 Customer Experience Analyst at Direct Energy (Alberta)
🏢 NRG Energy
📍 Alberta