Description:
Under general supervision, provides full account management support to business, commercial, industrial, national, and/or government customers. Handles customer requests and complaints and interfaces with vendor partners and management to resolve. May perform other customer support tasks such as claims processing and resolution, contractor invoices, enrollment, billing, fulfillment, etc. Minimum of 2+ years of experience in relevant field (customer service, sales, customer accounting, claims and/or revenue recovery, etc). Requires high school diploma or equivalent.
Enable Skills-Based Hiring No
All NextEra Energy Contingent Workforce Program (CWP) assignments are eligible for worker furlough. Typical furlough schedules coincide with select national holidays, but may be subject to change. Suppliers will be notified by the CWP of those workers impacted and the applicable furlough dates prior to each furlough period.
SCS - Southern Customer Service - 0000103500
| Will driving be required as part of position duties/work? |
No
| Driving Record Validation |
For all positions indicating driving requirements, supplier must hold validation of non-restricted current driver''s license and demonstrate the following: no alcohol/drug related driving offenses within the previous five years and/or the license is not currently suspended or restricted related to hours of driving or reason for driving.
(No Value)
| Will Per Diem and Mob/De-Mob expense types be available for this requisition? |
No
| If Per Diem is available, please indicate the maximum amount: |
n/a
| If Nuclear Business Unit: On-Boarding Note |
Nuclear workers requiring unescorted badge access will follow onsite in-processing procedures. All others will be required to complete Non-Nuclear pre-assignment screenings through their staffing supplier. Please contact CWP with any questions: cwp@nexteraenergy.com or 561-694-4761.
| Will the selected worker require unescorted badge access into Nuclear protected areas? |
No
| Is NERC CIP unescorted physical or cyber access required for this assignment? |
No
| Which NERC access is needed? |
N/A
| Is Federal Energy Regulatory Commission access required? |
No
Attachments
| Name Attached By Visibility | | Customer Service and Collections Account Specialist.docx (14.6 KB) | Name Withheld
06/20/2025 03:21 PM | Public | View | | Description: Job Title: Customer Service & Collections Specialist Location: Onsite | Monday Friday | 8:00 AM 5:00 PM Reports to: Manager Customer Care Operations Role Summary We are seeking a professional and reliable Customer Service & Collections Account Specialist to handle customer escalations, manage complex billing inquiries, and support collections efforts. This position requires excellent communication skills, strong follow-through, and the ability to work independently and collaboratively. You will be expected to handle phone calls and emails daily, contact customers with past-due accounts, and maintain detailed documentation. |
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| Hours per Day 8 |
| Hours per Week 40 |
| Total Hours 1,088.00 |
Attachment: Job Title: Customer Service & Collections Specialist Location: Onsite | Monday Friday | 8:00 AM 5:00 PM
Reports to: Manager Customer Care Operations
Role Summary We are seeking a professional and reliable Customer Service & Collections Account Specialist to handle customer escalations, manage complex billing inquiries, and support collections efforts. This position requires excellent communication skills, strong follow-through, and the ability to work independently and collaboratively. You will be expected to handle phone calls and emails daily, contact customers with past-due accounts, and maintain detailed documentation.
Key Responsibilities Customer Service & Escalations - Handle complex and escalated customer inquiries with professionalism and empathy
- Respond to customers via phone and email with clarity and respect
- Document all interactions accurately and promptly in the appropriate systems
- Maintain a high level of professionalism in both verbal and written communication
Collections & Arrears Management - Call customers regarding accounts in arrears and follow up until resolution
- Ensure customers are aware of their past-due balances and take appropriate action
- Return accounts after 90+ days of non-payment
- Send final-billed accounts to collections without delay
- Prioritize tasks to reduce write-offs and improve collections success
Process Improvement & Documentation - Actively document processes and share learnings with the team
- Ask questions to gain clarity, and record the answers for future reference
- Identify tools and information needed to succeed in the role and take initiative to obtain them
- Keep the manager informed of broken or unclear processes
- Follow all instructions carefully, and ask for clarification when needed
Performance Expectations - Avoid repeated mistakes by learning quickly and retaining feedback
- Maintain accurate documentation and avoid unnecessary repetition of issues
- Adhere to performance expectations, which will be reflected in reviews
Attendance & Time Off - Aim for zero unplanned absences; do not exceed 48 hours of unplanned time off
- Limit tardiness to no more than six instances per quarter
- Only one team member may take vacation on a given day, based on seniority
- Coordinate with teammates if needed to exchange dates and ensure coverage
Cybersecurity Awareness - Keep phishing email click rates below 2.5%, with a goal of zero clicks
- Report all suspicious emails or phishing attempts promptly in accordance with company policy
Required Skills & Qualifications - Strong customer service and conflict-resolution skills
- Experience handling collections or working with past-due accounts
- Proficiency in Microsoft Excel
- Excellent verbal and written communication skills
- Ability to remain calm and professional during difficult interactions
- Strong organizational skills and attention to detail
- Self-motivated with a proactive attitude toward learning and improvement
