Customer Experience Analyst (Edmonton, AB, CA, T5J 3N9)

NRG Energy
Edmonton
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsEducation: bachelorsSkills: ["Verbal communication","Written communication","Team collaboration","Attention to detail","Problem-solving"]

Resolve escalated customer inquiries and complaints for Direct Energy by investigating accounts, identifying root causes, and drafting compliant responses for regulators and stakeholders. Manage escalations across phone, email, social media, and in-person interactions from the Edmonton office. Improve processes through insights from surveys and third-party inputs, perform QA/coaching, and leverage analytics tools plus AI/RPA to streamline workflows and prevent repeat issues.

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NRG Energy
NRG Energy
2 days ago

Customer Experience Analyst (Edmonton, AB, CA, T5J 3N9)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Resolve escalated customer inquiries and complaints for Direct Energy by investigating accounts, identifying root causes, and drafting compliant responses for regulators and stakeholders. Manage escalations across phone, email, social media, and in-person interactions from the Edmonton office. Improve processes through insights from surveys and third-party inputs, perform QA/coaching, and leverage analytics tools plus AI/RPA to streamline workflows and prevent repeat issues.
Location: Edmonton
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Resolve escalated customer inquiries for the Office of the President, regulatory bodies, and third-party stakeholders.
  • •Develop and communicate formal responses to customers and regulators, and support media escalations.
  • •Investigate accounts to identify root causes and recommend process, system, and training improvements to prevent recurrence.
  • •Manage inquiries across phone, email, social media, and in-person interactions; approve outgoing cases handled by a third-party vendor prior to resolution.
  • •Perform QA and coaching, maintain compliance with policies and procedures, and identify opportunities to leverage AI and RPA to streamline workflows.
Travel: Low travel

Key Requirements

  • •At least 2 years of experience in a professional customer service role.
  • •Bachelor’s degree or diploma, preferably in business or communications.
  • •Exceptional verbal and written communication skills.
  • •Ability to deliver robust, timely business analytics to advise stakeholders on de-escalating customer situations.
  • •Strong teamwork and adaptability while managing multiple priorities.
Experience:2+ yearsUtilitiesCall center
Education:Bachelor's
Skills:Verbal communicationWritten communicationTeam collaborationAttention to detailProblem-solving
Tech Stack:SAPSalesforceCxOneExcelRobotic Process Automation (RPA)AI

Company Brief

NRG Energy
NRG Energy is a large integrated power company that owns and operates a diverse fleet of power generation assets and provides retail electricity services, energy solutions, and distributed energy resources to residential and commercial customers.
Industry: Utilities
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Houston, United States
Founded: 1989
WebsiteLinkedIn