Direct Energy Customer Experience Specialist

Become a key player in ensuring customer satisfaction as a Customer Experience Analyst at Direct Energy, based in Calgary. Manage escalations, resolve complex inquiries, and enhance business processes.
As a Customer Experience Analyst, your mission will be to handle high-stakes customer inquiries and develop compliant responses for regulatory bodies. You'll investigate issues, identify trends, and work collaboratively to implement business improvements. Your strong communication skills and ability to empathize will help guide customers through their concerns and drive satisfaction.

Key Responsibilities:

• Investigate issues by analyzing customer account data

• Collaborate with stakeholders to reduce customer complaints

• Ensure compliance in all external communications

• Lead quality assurance and training for team members

• Monitor social media for customer feedback and inquiries
Requirements:

• Minimum 2 years in a customer-focused role

• Bachelor's degree in relevant field

• Excellent communication skills, both written and spoken

• Experience with complaint resolution in utilities (preferred)

• Proficiency in CRM systems like SAP or Salesforce (preferred)
Leverage your analytical skills and customer service experience to support Direct Energy’s mission in Calgary.
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