Consumer Issues Analyst

Requisition ID:  56163 

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Position Specific Description

The ideal candidate acts as a liaison between the Florida Public Service Commission (FPSC) and FPL BU's on consumer complaints or informational requests.  Build relationships with various FPSC staff members by responding to calls and requests for information, in the most professional and courteous manner. Preferred applicant would have strong writing skills along with minimum of five years’ experience in both Customer Service and Power Delivery.

Responsibilities include but are not limited to the following:

• Document new complaints or additional information in iResolve database and verify and/or adjust due dates as required by the  F.A.C., within one hour of receipt.
• On a daily basis, review "Due to RAC and FPSC" list to identify responses due from all BU's. 
• Perform a review of responses and provide feedback  to the Business Units, as needed. Coordinate with Business Units (BU) to assure 100% of the responses to consumer complaints are sent to the FPSC within two days of receipt by Regulatory; no later than 5 P.M. on the FPSC's required due date. 
• On a weekly basis, within one day of receipt, review FPSC weekly report to ensure all FPSC complaints have been received and documented in FPL's iResolve database. Coordinate with the FPSC to document any inconsistency in the number of complaints received.  Update parent ticket to reflect any closed complaints.
• Ensure response reflects compliance with appropriate F.A.C, Tariff and/or company policy.
• Develop and submit monthly reports to FPSC and manage departmental reports. 
• Oversee tasks assigned and projects related to the iResolve application.

Master's degree and Six Sigma Certification preferred  

We strive to achieve excellence in all products and services we provide. At a minimum our work must always be highly responsive, timely and have the utmost degree of accuracy.
 

Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Legal/Regulatory/External Affairs
Organization:  Florida Power & Light Company 
Location:  Juno Beach, Florida 
Other Work Locations:  Florida 
Relocation Provided:  Yes, if applicable

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.

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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.

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