Customer Experience Analyst

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and 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.

Job Summary

• The Customer Experience Analyst is responsible for resolving customer inquiries that have escalated to the Office of the President, regulatory bodies, and other third-party stakeholders.
• They are responsible for developing and communicating formal responses to customers and/or regulatory entities such as the Utilities Consumer Advocate, Better Business Bureau, and Alberta Utilities Commission, as well as supporting media escalations.
• The Customer Experience Analyst will manage inquiries and escalations via phone, email, social media, and in-person with Direct Energy customers.
• The ability to empathize, find ways to say yes and educat...