Customer Experience Analyst
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Customer Experience Analyst

Job Description

Job Profile:

The CET Analyst is responsible for receiving and resolving inbound customer inquiries that have escalated to our Tier 3 queue and approving the resolutions performed by our vendor. Ability to put yourself in the customers' shoes is a must. The analyst will receive, investigate, analyze, and resolve inquiries via phone, email and in person. A good candidate for this role will have exceptional communication skills; both verbal and written. S/he will be 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. All responses must be in compliance with regulatory guidelines while keeping the best interests of the customer and the business in mind.


  • Works independently to investigate and resolve customer inquiries
  • Identifies and implements applicable corrective and preventative actions to facilitate inquiry closure
  • Confidently communicates with customer throughout investigation and resolution
  • Identifies and alerts management to events with potential high business impact
  • Effectively manages workload to meet all deadlines and productivity goals
  • Ensures appropriate inquiry classifications are assigned in our databases to allow precise trending for data analysis purposes


  • Bachelor's Degree preferred
  • Experience in the deregulated electricity and natural gas market preferred
  • 3 years or more of relevant experience that includes focus on customer experience
  • At least 2 years' experience in customer inquiry analysis, inquiry processing and preparing related reports preferred
  • Demonstrated expert verbal and written communication skills required
  • Strong analytical and problem-solving skills, and the ability to quickly grasp and understand complex business and technical concepts
  • Efficiently manage multiple tasks with competing priorities and successfully meet all deadlines
  • Highly self-motivated, organized, and professional, including the ability to work independently and partner effectively with others to achieve desired business results
  • Detail oriented and dependable with excellent interpersonal and customer service skills
  • Willingness to learn new skills and work in a fast paced, frequently changing environment
  • Ability to work effectively with internal and external business contacts while conveying a proactive and positive attitude
  • Ability to maintain confidentiality and discretion in business relationships and exercise sound business judgment
  • Willingness to work long hours or be "on call" periodically
  • Intermediate to advanced level knowledge of MS Office applications (Microsoft Word, Excel, Outlook) and SAP
  • Cannot be hesitant to speak with customers on the phone and in person
  • Strong sense of ownership, urgency and work ethic
  • Strong attention to detail
  • Ability to learn and work in multiple systems simultaneously
  • Occasional evening and weekend work to meet deadlines
  • Sitting for extended periods of time.
  • Ability to communicate by phone (listening & speaking)
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
  • Physically able to participate in training sessions, presentations, and meetings.
  • Some travel in US and Canada may be required.

The Individual
Direct Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability

Job Snapshot

Employment Type Full-Time
Job Type Admin - Clerical, Customer Service
Education Not Specified
Experience At least 3 year(s)
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID R9974030
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Customer Experience Analyst

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