Customer Support Supervisor Remote

Requisition ID: 56909

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

Position Specific Description

NextEra Energy is seeking a well-qualified candidatewith a customer-first attitude, a strong sense of empathy, excellent listening and communications skills, and a deep desire to support others.As a Customer Support Manager for our rooftop solar-related products and services, you would:
  • Manage a team of support members
  • Handle escalations of customer email, chat and phone calls, often of a technical nature
  • Participate in customer training and onboarding
  • Identify and implement support-related process improvements
  • Update and maintain knowledge management systems

The Customer Success Manager will be responsible for managing the customer support team and is ultimately responsible for successful responses to all customer inquiries. The ideal candidate mustbe extremely customer-focused, technically savvy, analytical and data-oriented, composed under pressure, and able to creatively problem solve to triage issues while maintaining positive communication at all times.

Job Overview

Employees in this role supervise a team responsible for handing various types of customer transactions. This position develops and mentors team members and ensures employees move through career path by providing coaching and assistance with employee issues. Individuals are responsible for staff management, employee motivation and recognition, and process execution.

Job Duties & Responsibilities

  • Manages employee performance, audits payroll, and maintains accurate personnel documentation
  • Creates, implements, and manages employee motivation and recognition activities
  • Manages work schedules and evening and weekend operations
  • Participates on project teams for care center and new system implementation
  • Participates on cross-functional teams - quality, safety, calibration sessions, corporate initiatives, operational efficiency, etc.
  • Manages product reliability due to weather, storm, and on-call or load management
  • Investigates and responds to Public Service Commission (PSC) and media complaints
  • Drives a culture of safety
  • Performs other job-related duties as assigned

Required Qualifications

  • High School Grad / GED
  • Experience: 4+ years

Preferred Qualifications

  • Bachelor's Degree

Employee Group: Exempt
Employee Type:Full Time
Job Category: Customer Service
Organization: NextEra Project Mgmt
Location: San Francisco, California
Other Work Locations: Florida
Relocation Provided: Yes, if applicable

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.

If you require special support or accommodation while seeking employment with NextEra Energy, please send an e-mail to , providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 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: San Francisco
Nearest Secondary Market: Oakland