Customer Account Specialist

Requisition ID:  79498 

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

A leading residential clean energy solutions provider, EverBright provides a platform that designs, proposes and finances solar and storage projects nationwide. EverBright brings together finance and technology, to provide customers with an all-in-one solution for powering their carbon-neutral homes. Our mission is to be the driving force in the decarbonization of our planet by delivering accurate solar designs, affordable and flexible financing options, and the best service possible.

We are seeking a well-qualified candidate who is passionate about driving the clean energy revolution by building a best-in-class residential financing program.

This position will be responsible for providing support to our customers (residential solar installation companies and consumers). 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. This position requires availability to work 12:00PM-9:00PM EST and 2:00PM-11:00PM EST and Saturdays.

Job Duties

• Troubleshoot and resolve technical issues related to our proprietary software platform, solar panels, inverters, monitoring systems, and other solar components.
• Collaborate closely with other departments to escalate and resolve complex technical issues promptly.
• 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
• Proactively escalate potential issues or anomalies to management
• Identify and recommend improvements to our internal support tools and drive scalable solutions to support our growing customer base
• Create a positive work environment through collaborating with direct teammates and internal stakeholders
• Become a main point of contact for our customers and provide exceptional support and problem solve to enable their success
• Manage each issue to resolution while providing clear communication and expectations

Preferred Qualifications

• Previous helpdesk or software support experience, preferably in the solar industry
• Strong proficiency using SaaS software
• Proactive and solution-oriented
• Experience in solar or motivated to learn more about the solar industry
• BA/BS degree or equivalent practical experience

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 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.