CAN - Client Services Analyst II

Primary Focus

The Client Services Analyst II is a key member of the Operations team, responsible for providing personalized service to DEB CA customers, with a dedicated focus on the Government of Canada account. This role serves as the primary point of contact for customer issues and inquiries, ensuring timely resolution and delivery in alignment with contractual commitments. The Analyst will build strong relationships across the organization and with customers to support an exceptional customer experience and help retain long-term customer relationships.

Accountabilities

• Serve as the primary point of contact for all customer life cycle interactions.
• Proactively manage end-to-end service delivery to ensure customer issues are resolved accurately and within expected timelines.
• Resolve customer and broker-submitted billing and payment inquiries across multiple systems, partnering with functional teams as needed to support first-contact resolution.
• Support operating expense reduction by promoting electronic billing and payment adoption among DEB CA customers.
• Follow up with DEB CA customers who have submitted issues or inquiries to confirm service delivery meets expectations and share relevant insights with the direct manager.
• Deliver an exceptional customer experience, as measured through Quality Assurance monitoring, Net Promoter Score, and Moment of Truth surveys, while taking proactive steps to address identified service gaps.
• Contribute to customer experience improvement initiatives across the business, including providing ad-hoc training support.

Organizational Dimensions/Scope

The Client Services Analyst II will work closely with key stakeholders of all functions across the organization to build effective working relationships. Scope will extend to all operational areas in Canada.

Relationships

• Direct Reports: None
• Indirect Reports: None
• Internal Contacts: All DE Business functions
• External Contacts: Customers; utility representatives; third party business process outsourcers; brokers.

Skills & Qualifications

• Must be bilingual French.
• Bachelor’s or associate degree preferred, with 3–5 years of customer-facing experience in a team-oriented environment.
• Demonstrated strong work ethic, with a high degree of accountability, professionalism, and ownership.
• Excellent verbal and written communication skills, with the ability to manage multiple priorities, work under pressure, meet deadlines, collaborate effectively with cross-functional teams, solve problems, and make timely decisions.
• Positive, can-do attitude with a customer-focused mindset.
• Advanced working knowledge of Microsoft Excel and PowerPoint.
• Knowledge of Canadian gas and power markets and competitors considered an asset.
• Maintain a suitable remote workspace and meet all remote work requirements.
• Must be able to travel internationally to the United States, as required.

Working Conditions

• Physical Effort: Frequent opportunity to move about
• Physical Environment: Remote, Work from Home
• Sensory Attention: Frequent
• Mental Stress: Continuous

Company Information

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