Senior Homeowner Experience Specialist

3 weeks ago

Juno Beach, United States NextEra Energy, Inc Full time

Requisition ID: 79946

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

This position can be based out of our HQ in Juno Beach, FL or can be fully remote

The Customer Experience and Success team at EverBright is seeking a motivated individual to lead strategic initiatives focused on homeowner-centric design and the development and execution of homeowner journeys.

As the Senior Homeowner Experience Specialist, you will be instrumental in enhancing homeowner journeys by streamlining processes, leveraging technology effectively, and enhancing communication channels. Working closely with cross-functional teams, you will identify opportunities for enhancement and implement solutions aimed at optimizing operational efficiency and elevating customer satisfaction.

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. 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.

Job Duties & Responsibilities

* 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.

Required Qualifications

* High School Grad / GED
* Bachelor's or Equivalent Experience
* Experience: 2+ years

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