Associate Customer Experience Specialist

Florida Power & Light Company is America's largest electric company, providing clean, affordable, and reliable electricity to more than 12 million people in Florida. We operate one of the cleanest power generation fleets in the U.S. and our reliability is among the best in the nation. Our goal is to achieve Real Zero carbon emissions from our operations by 2045 by expanding our solar capacity, increasing battery storage and bringing new renewable energy opportunities to Florida, while improving customer affordability and reliability. Are you interested in becoming a game-changer in the energy industry? Join our world-class team today!

Position Specific Description

We are looking for an individual who is driven, passionate about our business, fosters good relationships and is and a strong communicator. The selected candidate will work in the Customer Experience team supporting processes, projects, and identifying improvement opportunities. These efforts are aimed at improving process execution, performance, self-service and the customer experience. Oftentimes, these projects involve system development efforts with IT and other team members.

The selected candidate will work with the Channel Leads, Business Partners, and collaborate to meet their business requirements while factoring the customer experience, all of this under the tutelage of a Lead Customer Experience Specialist. Some important skills to succeed in this position are strong oral and written communication skills, organizational skills, strong bias for actions and relationship building skills. Process and Project Management Skills, Proficiency with Microsoft Office Suite, basic Query writing capabilities, and previous Customer Care experience are a plus.

Additional Job Duties & Responsibilities

Frequently testing/validation after system code deployments are required. This is performed in the late night and early morning.

Preferred Qualifications

-Care Center Experience

-Operational knowledge

-IT experience is a plus

Job Overview

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. Employees will act as voice of the customer in all programs and company efforts and own 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. The employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Job Duties & Responsibilities

• Leads cross functional teams to develop and implement comprehensive customer experience model
• Implements means to cost-effectively measure customer satisfaction across 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 business lines
• Coordinates across sales, marketing, operations and customer service to manage 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

Required Qualifications

• Bachelor's or Equivalent Experience
• Experience: 0+ years

Preferred Qualifications

• None

Employee Group: Exempt

Employee Type: Full Time

Job Category: Customer Service

Organization: Florida Power & Light Company

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.

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 [email protected] , 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 our policy for more information.

Nearest Major Market: Miami