Associate Customer Account Specialist

3 weeks ago

Miami, United States NextEra Energy Full time

Associate Customer Account SpecialistDo you want to create innovative solutions that deliver real value to customers? At FPL Energy Services (FPLES), you'll join a dynamic team driving smart, reliable, and affordable offeringsfrom LED lighting to home protection, HVAC, fiber, and more. Be part of a business that thrives on innovation, customer focus, and a culture of excellence. Join us and help shape the future of energy services.Employees in this position will be the main point of contact for our customers and provide exceptional support and problem solving to enable their success. As an Associate Account Specialist with the FPLES team, you will be responsible for assisting customers with filing claims, providing detailed explanations of services or products, listening to customers concerns and addressing their request. You will review customer accounts and transactions while resolving customer concerns. The role will also intel communicating with customers over the phone or via email when needed. This role will require meeting all service levels and Quality targets daily. Receives inbound calls and responds to customer requests, inquiries, claims processing inquires, billing or claim disputes. Handle situations which require adaptation of response Transfers or refers to partner. Performs other job-related duties as assigned. Analyzes complex billing problems and research for solutions. Performs other job-related duties as assigned.Job OverviewEmployees in this role are responsible for maintaining and cultivating customer relationships. This role serves as the primary point of contact for any and all aspects of the assigned customer account.Job Duties & ResponsibilitiesUnder direct supervision:Researches and resolves sensitive customer requests and complaintsEnsures timely report of outagesPerforms general account maintenance and billing adjustmentsPerforms rate analysisPerforms other job-related duties as assignedRequired QualificationsHigh School Grad / GEDExperience: 2+ yearsPreferred QualificationsSix Sigma Yellow Belt Certified

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