Analyst, Customer Experience

Posting End Date:

Employee Type:

Are you an excellent communicator and passionate about creating a seamless customer experience? We are looking for an Analyst to join our team! Apply today to this excellent opportunity with us.

As the Analyst, Customer Experience , you will be a key member of a team dedicated to providing exceptional customer service and support to Customer Care representatives. The customer experience analyst will bring expertise in coaching, escalation resolution, specialized account resolution, analyzing data and participate as a subject matter expert supporting Customer Care.

If this sounds like an exciting opportunity that aligns with your skills, we'd love to hear from you!

What You Will Do:

Provide a friendly, efficient and positive experience to inbound agents who seek expertise, investigation, coaching and support with complex process and account questions.

• Be empowered to bring account resolution to customers through the escalation process, providing exceptional customer service while balancing the customer and company’s best interests.

• Analyze and resolve customer account issues, multiple account inquiries and support other Customer Care departments through customer outreach as required.

• Formulate recommendations for business initiatives impacting Customer Care through system and process enhancements.

• Conduct and prepare analyses and reporting to understand trends and performance of Customer Care teams.

• Support performance indicators by assisting with overflow of inbound calls, as required. (St. Catharines only)

Who You Are:

Post secondary degree in a related field OR a combination of education, continuous training and experience will be considered

• Must demonstrate a strong focus on customer service, with minimum 5 years’ experience

• Strong analytical and decision-making skills

• Excellent written and oral communication with a strong focus on customer experience

• Excellent organizational skills

• Proficiency in Microsoft Office Suite

• Demonstrate initiative, excellent interpersonal skills and ability to work with minimum supervision

Preferred:

• Knowledge of current Customer Care processes and systems will be considered an asset

Working Conditions:

Typical office environment

Flex Work Clause

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options.#LI-Hybrid

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com