Customer Care Analyst

Location:

Calgary Head Office, Alberta

Employment Type:

Full Time - Permanent Salary Range: SP1, Level 3, $65,790- $77,400 per year. The final compensation for this position will be determined based on individual factors, including education, qualifications, experience, and internal equity.

The Opportunity

Are you interested in understanding a wide variety of the Alberta Energy Regulator (AER) disciplines, enjoy a fast-paced environment, and have excellent communication skills? If so, this position may be of interest to you.

The Customer Contact Center is the single-entry point for internal and external stakeholders who have questions about AER's regulation, processes, and systems. This is a dynamic environment where Customer Care Analysts work with various, internal AER, industry and public stakeholders. Customer Care Analysts apply functional knowledge about the AER while working with subject matter experts to provide accurate and timely responses to inquiries.

Customer Care Analysts ensure high quality responses while maintaining customer service and professionalism as representatives of the AER. The Customer Contact Centre is made up of talented and supportive people who believe in excellent customer service.

Work across the organization to maintain professional, generalist knowledge of the work of the AER, including high-level comprehension of a wide range of regulatory information to resolve inquiries received by phone and email. This includes specific questions related to Directive 056, Digital Data Submission system, and One Stop.

Respond to stakeholder inquiries in plain language, reflecting and conveying clear understanding of the information sought.

Assist Indigenous peoples and stakeholders to understand and appropriately access regulatory information and processes.

Ensure accurate and timely data collection and record keeping; analyze trends and provide insights to business groups.

Support AER business groups with One Stop deployments and FAQ/training tool building.

Diploma in Communications, Social Science, Public Relations or a related field with an entry-level understanding of the oil & Gas industry. Minimum of 2 to 3 years in a customer service role is preferred. Excellent communications skills with the ability to explain complex practices, procedures, and policies to anyone you interact with. Critical thinking and problem solving, ability to research and provide accurate information.

Ability to work at a fast pace and to manage stress in a reactive environment. Interpersonal Communications Basics Training, Conflict Resolution and/or Introduction to Oil & Gas Business would be considered an asset.

All applicants must be legally entitled to work in Canada at the time of application. Should an individual with the required qualifications not be available, applicants with closely related qualifications may be considered. As a result, the position may be redesigned and/or reclassified. This role has a business requirement to work from Calgary Head Office, Alberta. If you need accommodation during any stage of the recruitment process, please email  Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

Opportunity to make a difference and be part of a performance driven team that is responsible for the efficient, safe, orderly, and environmentally responsible development of Alberta’s energy and mineral resources. The ability to leverage your expertise and critical thinking skills to contribute in wide-ranging,challenging, and complex work. Robust total reward packages including; a competitive…