Customer Care Operations Lead

Requisition ID:  84615 

 

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

Key Responsibilities: 

1.    Case, Case Assignment and Oversight: 

• Assign cases to the back office, lead resolution specialists, and supervisors. 
• Conduct daily reviews of agent cases to provide timely feedback and identify opportunities for improvement. 
• Prepare weekly reports on agent case performance, including average resolution time, long-standing cases, agent trends, and areas for SOP refinement. 
• Generate weekly reports on boundary team case assignments, highlighting average resolution time, delayed responses offenders, emerging trends and areas for SOP refinement. 

2.    Process Improvement: 

• Propose and assist in drafting SOP updates to enhance efficiency and effectiveness for resolution topics. 
• Contribute to the development of new policies or procedures, including drafting and obtaining stakeholder approvals. 
• Attend meetings as needed to learn and discuss potential improvements to process efficiency. 

3.    Escalation Management: 

• Track and follow up on escalations, including simple, complex, public media, and legal cases. 
• Report escalation data on a weekly, monthly, or as needed cadence.  
• Collaborate with cross-functional teams to drive timely resolution of escalated issues. 

4.    Special Ad-hoc Projects (as necessary) 

Job Overview

Employees in this role manage the daily execution of complex Customer Care operational processes in a rapidly changing business environment.  The lead applies policies and procedures to ensure the delivery of exceptional customer service in a safe and cost effective manner.  This role uses data analytics and metrics to identify continuous improvement opportunities for agents and operations and uses knowledge of department applications  to assist with decision-making that impacts service levels, staffing, workload, and the customer experience.

Job Duties & Responsibilities

•  Investigates and resolves potential Public Service Commission, executive/manager or other elevated customer complaints or inquiries
•  Establishes internal networks to facilitate rapid resolution of customer concerns by self assigning or referring issues for follow-up and monitoring
•  Identifies department performance improvement opportunities and brings issues to Operations for resolution and provides ongoing process support to employees
•  Assists in the coordination of department workflow, activities and special projects, conducts developmental and process training, and completes quality observations of agents’ performance on call execution
•  Analyzes and researches call management data for customer outage-related claims, processes general damage claims, completes service recoveries and acts as liaison between the restoration department and customers to respond to service restoration questions
•  Reviews and handles customer information for electirc service applications, completes work queues delayed for proof of identification and returns customer calls related to unresolved issues
•  Performs other job-related duties as assigned 

Required Qualifications

•  High School Grad/GED
•  Experience: 4+ years

Preferred Qualifications

•  Associate's Degree
•  Bachelor's Degree
•  Residential Conservation Certificate
•  Customer Care Experience: 1+ years

 

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,