Senior Customer Experience Specialist in Juno Beach, FL at honor foundations

Job Description

Requisition ID:  86791 

NextEra Energy Resources is one of America’s largest wholesale generators of electricity, leveraging all forms of energy across renewables, storage and nuclear. We offer customized energy solutions that drive economic growth, protect the environment, support communities, and help customers meet their energy needs. Ready to make a lasting impact? Join our innovative, world-class team today!

Position Specific Description

EverBright, a NextEra Energy Resources company, is working to decarbonize the home by enabling residential customers to invest in clean energy. As a Senior Customer Experience Specialist on EverBright’s Customer Experience (CX) team you will have the opportunity to help build and improve the lifelong solar journey for homeowners. The individual in this role should have a passion for eliminating pain points in the customer journey and strength in stakeholder and vendor relationship management. You will work cross-functionally to resolve customer issues and implement process improvements both within EverBright and across service partners. 

Position-specific key focus areas: 

• Maintains and updates customer journey maps, helping to set the vision for an enhanced experience for solar customers. 
• Finds gaps in the homeowner solar journey, including those involving account servicing, system maintenance and other processes. Makes recommendations for improvements and works cross-functionally to implement changes. 
• Documents business processes and policies that influence billing, payment, account servicing and other SOPs.  
• Facilitates recurring touchpoints with service partners and other stakeholders, intaking and tracking issues and requests, and ensuring matters are addressed promptly. 
• Uses data and analytics to evaluate trends in contact center transfer rates, first-call resolution, escalations, etc. 
• Supports projects as a CX account servicing, billing, and collections subject matter expert. 

Preferred qualifications 

• Project management experience +4 years 
• Customer billing, collections, account servicing or operations experience in a solar or utility environment. 

Job Overview

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines. Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Job Duties & Responsibilities

• Leads cross functional team to develop and implement comprehensive customer experience model
• Implements means to cost effectively measure customer satisfaction across all business lines
• Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met
• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes Leads customer retention initiatives across all business lines
• Coordinates across sales, marketing, operations and customer service to manage all customer interactions
• Develops customer life cycle touch point maps to drive customer processes
• Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements
• Interacts with customers to improve customer satisfaction and retention
• Performs other job-related duties as assigned

Required Qualifications

• Bachelor's or Equivalent Experience
• Experience: 4+ years

Preferred Qualifications

• None

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

Employee Group:  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. 

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 their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

Nearest Major Market: Palm Beach

Nearest Secondary Market: Miami

Job Segment: Nuclear, Energy

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