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.
Position Specific Description
The Customer Support Supervisor will be responsible for providing leadership to the EverBright client support team. 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.
Provide exceptional customer service through phone, email, chat, etc.
Become an expert on EverBright financing and sales/operations workflows, and homeowner account management processes
Solve complex issues and work with EverBright stakeholders to implement new processes or recommend software updates
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 the EverBright program and processes
Work with team members, 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
The Customer Support Supervisor 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.
Preferred Qualifications
Leadership experience within a financial services, customer service, client support, sales support, operations support or related role
Enjoys interacting with customers and consistently brings a positive attitude to each interaction
Ability to stay composed, calm, and positive in tense situations and defuse those situations
Ability to multitask and quickly learn new systems and processes
Excellent knowledge of Microsoft Office product suite and ability to quickly learn new software applications
Strong communication and written skills
Strong attention to detail with accuracy
Strong proficiency using SaaS software
Experience in solar or motivated to learn more about the solar industry
Experience in financial services
BA/BS degree or equivalent practical experience
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: 3+ years
Preferred Qualifications
Bachelor’s Degree
Employee Group: Exempt
Employee Type: Full Time
Job Category: Customer Service
Job Role: Lead Professional
Organization: NextEra Project Mgmt
Recruiter: Eric J Schlesinger
Hiring Manager: Herve Cortrez Woods
Referral Bonus: $2,500.00
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 submit online request using Ask HR4U, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-HR4U (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.
