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NextEra Energy Supervisor Customer Care - Gexa in Houston, Texas

Supervisor Customer Care - Gexa

Date: Oct 11, 2021

Primary Location: Houston, TX, US, 77070

Company: NextEra Energy

Requisition ID: 57133

/NextEra Energy Services is one of the fastest-growing retail energy providers, delivering innovative energy solutions with affordable electricity plans, including 100 percent renewable energy plans to more than 1.1 million residential and business customers throughout North America.

Position Specific Description

Supervisor Customer Care – Gexa

Position Specific Description

This role will be responsible for managing the inbound call and chat agents for Power Wizard. This position will be responsible for managing all aspects of the call center activities from scripts to call quality. The supervisor will manage the day to day running of the call center.

Job Duties & Responsibilities

  • Manages vendor site performance based on the required business KPIs

  • Audits and approves vendor invoices

  • Maintains accurate up to date vendor staffing headcount

  • Creates, implements, and manages employee motivation and recognition activities for vendor sites

  • Manages work schedules and evening and weekend operations for vendor sites

  • Manages call agent quality, agent escalations, training, and

  • Traveling to vendor sites periodically as required by the business

  • Provide on-call support/escalation as needed for Saturday call center hours.

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

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: Gexa Energy LP

Location: Houston, Texas

Other Work Locations: Texas

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.

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 ourfor more information.

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