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Land Customer Relations Supervisor

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Date: Apr 7, 2021

Primary Location: Juno Beach, FL, US, 33408

Company: NextEra Energy

NextEra Energy Resources is one of the largest wholesale generators of electric power and renewable energy from the wind and sun in North America.

 

Position Specific Description

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.

 

  • 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 electric 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

 

• High School Grad/GED

• Experience: 5+ years

• Associate's Degree

• Bachelor's Degree

• Residential Conservation Certificate

• Customer Care Experience: 1+ years

Job Overview

Employees in this role supervise a team responsible for handing various types of customer transactions. This position develops and mentors team members and ensures employees move through career path by providing coaching and assistance with employee issues. Individuals are responsible for staff management, employee motivation and recognition, and process execution.

Job Duties & Responsibilities

  • Manages employee performance, audits payroll, and maintains accurate personnel documentation
  • Creates, implements, and manages employee motivation and recognition activities
  • Manages work schedules and evening and weekend operations
  • Participates on project teams for care center and new system implementation
  • Participates on cross-functional teams - quality, safety, calibration sessions, corporate initiatives, operational efficiency, etc.
  • Manages product reliability due to weather, storm, and on-call or load management
  • Investigates and responds to Public Service Commission (PSC) and media complaints
  • Drives a culture of safety
  • Performs other job-related duties as assigned

Required Qualifications

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

Preferred Qualifications

  • Bachelor’s Degree

 

Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Customer Service
Organization:  NextEra Energy Resources, LLC 
Location:  Juno Beach, Florida 
Other Work Locations:  Florida 
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.

If you require special support or accommodation while seeking employment with NextEra Energy, 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 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