Lead Customer Account Specialist

Requisition ID:  78536 

 

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

NextEra Energy is seeking a well-qualified candidate with a customer-first attitude, a strong sense of empathy, excellent listening and communications skills, and a deep desire to support others. As a Lead Customer Resolution Tech for our rooftop solar-related products and services, you would:

 

· Handle escalations of customer email, chat and phone calls, often of a technical or financial nature

· identify and mitigate risks; identifies appropriate escalation points and works to quickly resolve issues

· Provide accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints

· Support team objectives by participating in feedback sessions to collect, maintain, and report data

· Identify and implement support-related process improvements

· Update and maintain knowledge management systems

 

The ideal candidate must be extremely customer-focused, highly organized, analytical and data-oriented, adept at conducting research, composed under pressure, and able to triage issues to creatively solve problems while maintaining positive communication at all times. Experience in monitoring, tracking, and documenting progress with assigned tasks independently and follow through to completion without direct supervision

Job Overview

Employees in this role facilitate project work, mentor team members, supervise the daily work flow and resource assignments to ensure department indicators are met. This role provides full account management and serves as the primary point of contact for any and all aspects of the assigned governmental, national and major accounts. Employees in this role have an extensive knowledge of the organization and the corporate processes and procedures.

Job Duties & Responsibilities

Under limited supervision:

• Analyzes complex billing problems and researches for solutions
• Handles project management, internal training, process development and promotes teamwork
• Coaches for peak performance
• Relieves for supervisor as needed
• Manages approvals of account adjustments and refund checks
• Travels throughout service territory
• Performs other job-related duties as assigned

Required Qualifications

•  High School Grad / GED
•  Experience: 5+ years

Preferred Qualifications

•  Six Sigma Yellow Belt Certified

 

Employee Group:  Non Exempt
Employee Type:  Full Time
Job Category:  Customer Service
Organization:  NextEra Project Mgmt 
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 you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

 

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of the