Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience. 

Are you looking to join a dynamic team within Customer Care where you can demonstrate strong customer service skills, account resolution, coaching and support to agents? 

As a Customer Experience Analyst at Enbridge, you will be a key member of a team dedicated to providing impeccable customer service and support to Customer Care agents and our customers. You will work under the supervision of the Customer Experience Team Lead and bring your expertise in coaching, escalation resolution, specialized account resolution, analyzing data and participate as a subject matter expert supporting Customer Care. 

What you will do: 

• Provide a friendly, efficient and positive experience to inbound agents who seek expertise, 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 complex customer account issues, multiple account inquiries and support other Customer Care departments through customer outreach as required. 

• Participate and support employee training, 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. 

• Complete other tasks to support Customer Care, as assigned. 

Qualifications: 

Required: 

• 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 communicator with a strong focus on customer experience. 

• Excellent organizational skills. 

• Proficiency in Microsoft Office Suite (Excel, Teams, Word, PowerPoint, Outlook, etc.). 

• 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. 

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