Senior Customer Experience Specialist

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

EverBright, a NextEra Energy Resources company, is working to decarbonize the home by enabling residential customers to invest in clean energy. As a Senior Customer Experience Specialist on EverBright’s Customer Experience (CX) team you will have the opportunity to help build and improve the lifelong solar journey for homeowners. The individual in this role should have a passion for eliminating pain points in the customer journey and strength in stakeholder and vendor relationship management. You will work cross-functionally to resolve customer issues and implement process improvements both within EverBright and across service partners. 

Position-specific key focus areas: 

• Maintains and updates customer journey maps, helping to set the vision for an enhanced experience for solar customers. 
• Finds gaps in the homeowner solar journey, including those involving account servicing, system maintenance and other processes. Makes recommendations for improvements and works cross-functionally to implement changes. 
• Documents business processes and policies that influence billing, payment, account servicing and other SOPs. 
• Facilitates recurring touchpoints with service partners and other stakeholders, intaking and tracking issues and requests, and ensuring matters are addressed promptly. 
• Uses data and analytics to evaluate trends in contact center transfer rates, first-call resolution, escalations, etc. 
• Supports projects as a CX account servicing, billing, and collections subject matter expert. 

Preferred qualifications 

• Project management experience 4 years 
• Customer billing, collections, account servicing or operations experience in a solar or utility environment. 

Employees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines. Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

• Leads cross functional team to develop and implement comprehensive customer experience model
• Implements means to cost effectively measure customer satisfaction across all business lines
• Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met
• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes Leads customer retention initiatives across all business lines
• Coordinates across sales, marketing, operations and customer service to manage all customer interactions
• Develops customer life cycle touch point maps to drive customer processes
• Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements
• Interacts with customers to improve customer satisfaction and retention
• Performs other job-related duties as assigned

• Bachelor's or Equivalent Experience
• Experience: 4 years