Customer Experience Analyst in Calgary

Elevate customer satisfaction as a Customer Experience Analyst at Direct Energy in Calgary. Resolve escalated inquiries from both customers and regulatory bodies to enhance overall service quality.
In this on-site role, you will address customer concerns that reach the Office of the President and other stakeholders. Your responsibilities include developing formal responses, managing inquiries via various channels, and collaborating with internal teams to drive process improvements. You will leverage exceptional communication skills and empathy to educate customers while working independently.
Key Responsibilities:
• Resolve escalated customer inquiries through multiple channels
• Develop formal responses for customers and regulatory bodies
• Investigate accounts to identify issues and root causes
• Collaborate with stakeholders to implement business improvements
• Review and coach team calls to ensure quality service
Requirements:
• Minimum 2 years in a custo...