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NextEra Energy Manager Partner Support in Juno Beach, Florida

Manager Partner Support

Date: Jan 11, 2022

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

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

Position Specific Description

EverBright is facilitating the clean energy transition by providing financing options for homeowners seeking to go solar.

Position Specific Description

EverBright is seeking a well-qualified candidate who is passionate about driving the clean energy revolution by building a best-in-class residential financing program. As a Client Support Manager at EverBright, you will be asked to:

  • Lead a diverse team of client support specialists, to provide exceptional customer experience

  • Ensure team manages each issue to resolution while providing clear communication and expectations

  • Directly handle escalated issues, involving others when needed

  • Identify and execute improvements to customer support processes

  • Work cross-functionally to meet company and customer objectives

Job Overview

This position 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.

Job Duties

  • Main point of contact representing the Client Support team with all cross functional groups at EverBright

  • Provide exceptional customer service through phone, email, chat, etc.

  • Become an expert on EverBright financing andsales/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

Preferred Qualifications

  • Leadership experience within a 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 situationsand 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 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

Relocation Provided: Yes, if applicable

Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

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, 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 ourfor more information.