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Customer Experience Agent job in Edmonton at Direct Energy

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Customer Experience Agent at Direct Energy

Customer Experience Agent

Direct Energy Edmonton, Alberta Full Time

At NRG, we’re bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at [ Link removed ] . Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Purpose Statement

  • The CET Analyst is responsible for resolving inbound customer inquiries, those that have escalated to Level 3 (Office of the President) and 4 (Third Party Regulatory Complaints), and approving the resolutions performed by our vendor.  
  • The 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.
  • 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.
  • The analyst will handle inquiries via phone, email, social media, and in person to over 900 thousand customers from both DE and DERS.  
  • Must have exceptional communication skills; both verbal and written. All external communication must follow regulatory guidelines while keeping the best interests of the customer and the business in mind.


  • Works independently to investigate and resolve customer inquiries.
  • Ability to recognize customer pain-points and offer ideas and solutions for resolution at the higher “bigger picture” level.
  • Identifies and implements applicable corrective and preventative actions to facilitate inquiry closure and improve overall satisfaction for all customers.
  • Confidently communicates with customer throughout investigation and resolution
  • Identifies and alerts management to events with potential high business impact
  • Recognize and report billing error trends and know when opening incidents are necessary when errors are difficult to explain.
  • Effectively manages workload to meet all SLA’s and productivity goals.
  • Approve outgoing cases being handled by vendor prior to the resolutions being sent to customers, Utilities Consumer Advocate, Better Business Bureau, Media and Alberta Utilities Commission
  • Ensures appropriate inquiry classifications are assigned in our databases to allow precise trending for data analysis purposes
  • Review vendor calls perform QA and coaching to ensure high quality of service.
  • Put the customer’s experience and consequently improving our KPI at the forefront. 
  • Collaborate with HCL, Home Service, Sales, Quality Assurance, Credit and Collections and the Front and Back Office teams to ensure information flows between the groups when they affect the customer’s experience.
  • Amend and add process Documents to CET data base as required
  • Manage all correspondence comments, inquiries and complaints made on Social Media
  • Address all Voice of Customer Surveys whether the customer has requested a call-back or not.
  • Alberta Customer Experience Analyst are the designated group to handle Safer Spaces customers (victims of domestic violence)


  • 3 years or more of relevant experience in a similar role
  • Call center experience required
  • Exceptional verbal and written communication skills required
  •  Social Media knowledge an asset
  • Able to work and collaborate effectively in team environment is required


  • Highschool required
  • Bachelor’s degree or equivalent experience

Travel Requirements

(mandatory for US)        -   Some travel required which may require a valid passport.


NRG Energy is committed to providing broad access to employment opportunities so that diverse job seekers can apply to positions, and to 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.


Recommended Skills

  • Product Quality Assurance
  • Communication
  • Creativity
  • Sales
  • Customer Experience
  • Billing
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Job ID: 33356-en_US


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