Customer Account Specialist

Requisition ID:  84613 

 

NextEra Energy Resources is the world's largest generator of renewable energy from the wind and sun, and a world leader in battery storage. We provide energy-related products and services that grow our economy, protect the environment, support our communities and help customers meet their energy needs. We are leading the decarbonization of the U.S. economy with our goal to reach Real Zero carbon emissions from our operations by 2045 while improving customer affordability and reliability. Are you interested in creating a cleaner environment for future generations? Join our world-class, innovative team today.

 

Position Specific Description

This role will require gaining a deep understanding of the residential solar financing industry and applying this knowledge to answer any questions and solve problems that our customers may have via voice, chat, and/or e-mail.

 

This position requires availability to rotate a weekly schedule of 9:00AM- 6:00PM, and 12:00PM - 9:00PM EST or 2:00PM - 11:00PM EST with one weekend day. Dayshifts (9-6) are in-person at our Juno Beach, Florida office.

 

• Provide exceptional customer service through phone, email, chat, etc.
• Become an expert on both financing and sales/operations workflows
• Be a knowledge resource and an escalation point for our customers
• Provide solutions to problems while educating and training our customers
• Document customer interactions with accurate and detailed interaction logs
• Serve as a voice of the customer and work with the team to improve our program and processes
• Work with team members, supervisors and management to adhere to quality standards and achieve service level goals
• Triage and attempt to de-escalate issues or anomalies before referring to management
• Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base
• Support a positive work environment through collaborating with direct teammates and internal stakeholders
Preferred Qualifications • Strong proficiency using SaaS software • Experience in solar or motivated to learn more about the solar industry • Bilingual Only (Spanish speaking) • BA/BS degree or equivalent practical experience
 

Job Overview

Employees in this role are responsible for maintaining and cultivating customer relationships. This role serves as the primary point of contact for any and all aspects of the assigned customer account.

Job Duties & Responsibilities

Under general supervision:

• Researches and resolves sensitive customer requests and complaints
• Ensures timely report of outages
• Performs general account maintenance and billing adjustments
• Performs rate analysis
• Analyzes complex billing problems and researches for solutions

• Performs other job-related duties as assigned

Required Qualifications

•  High School Grad / GED
•  Experience: 3+ years

Preferred Qualifications

•  Six Sigma Yellow Belt Certified

 

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

 

Employee Group:  Non Exempt
Employee Type:  Full Time
Job Category:  Customer Service
Organization:  NextEra Energy Project Management, LLC 
Relocation Provided:  No

 

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

 

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach y