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Customer Support Manager

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Date: Jun 17, 2021

Primary Location: San Francisco, CA, US, 94108

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

NextEra Energy is seeking a well-qualified candidate with a customer-first attitude, a strong sense of empathy, excellent listening and communications skills, and a deep desire to support others. As a Customer Support Manager, you will be asked to:

  • Manage offshore support team members
  • Handle escalations of email, chat and phone calls
  • Run customer training and onboarding

 

Job Overview

The Customer Support Manager will be responsible for managing the customer support team and is ultimately responsible for successful responses to all customer inquiries.  The ideal candidate must be extremely customer-focused, technically savvy, analytical and data-oriented, composed under pressure, and able to creatively problem solve to triage issues while maintaining positive communication at all times.

 

Job Duties

  • Become an expert on the NextEra platform, which will enable you to support our customer base efficiently and effectively
  • Manage customer support team using quantitative and qualitative data
  • Use advanced software troubleshooting techniques to diagnose and provide creative solutions to a variety of customer issues across the platform
  • Consistently provide excellent customer service across chat, email, and telephone, working in a diligent, compassionate, professional, and engaging manner
  • Serve as the voice of the customer and work with other NextEra Energy team members to improve the health and usability of our product
  • Conduct weekly training sessions and regular onboarding of new customers
  • Identify and recommend improvements to our internal support tools and drive scalable processes to support our growing customer base effectively and efficiently
  • Perform other job-related duties

 

Qualifications

  • Mastery of the English language both written and spoken
  • 2+ years of experience in software customer service
  • 1+ year of experience in software phone support
  • Ability to stay composed, calm, effective, and positive in all situations

Job Overview

Employees in this role are responsible for championing, improving, and tracking the performance of the assigned journey. This position collaborates cross-functionally to provide analysis and strategic direction for initiatives that will improve the customer experience. Individuals are responsible for understanding what is important from the customer perspective and coordinating with the Customer Insights and Analytics team to understand customer behaviors, participate in benchmarking activities, set strategy, explore the latest technology, and prioritize based on analysis.

Job Duties & Responsibilities

  • Creates ideal state customer journeys and collaborates with functional process specialists to implement the vision of each
  • Monitors journey performance across channels and ensures it reinforces the customer experience vision
  • Performs quantitative analysis in order to provide insights and actionable recommendations on recently implemented initiatives
  • Creates cost benefit analysis and presentations which evaluate the potential of new programs or changes to processes
  • Works with customer insights team to incorporate customer survey data into analyses
  • Establishes processes, methodologies, and benchmarks for customer experience analytics
  • Extracts and manipulates data, conducts analysis, determines conclusions, and communicates to the working team and senior leadership
  • Performs other job-related duties as assigned

Required Qualifications

  • Bachelor's Degree
  • Experience: 8+ years
  • Supervisor/Management Experience: 2+ years

Preferred Qualifications

  • Master's Degree
  • Six Sigma Green Belt Certified
  • Six Sigma Yellow Belt Certified

 

Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Quality/Process Improvement
Organization:  NextEra Project Mgmt 
Location:  San Francisco, California 
Other Work Locations:  California 
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.

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: San Francisco
Nearest Secondary Market: Oakland