Requisition ID: 98780
NextEra Energy Resources is one of America’s largest wholesale electricity generators, harnessing diverse energy sources to power progress. We deliver tailored energy solutions that fuel economic growth, strengthen communities, and help customers achieve their energy goals. Ready to make a lasting impact? Take the next step in your career with us!
Position Specific Description
EverBright is looking for a detail-oriented and driven Customer Advocacy Specialist to join our growing Customer Advocacy team. In this role, you'll serve as a frontline subject matter expert handling regulatory, legal, and executive-level customer escalations — protecting customers, preserving agreement value, and upholding EverBright's compliance standards across a dynamic solar energy portfolio.
This is a high-impact role with real growth built in. You'll come in contributing on day one and expand your scope through structured training in legal response drafting, settlement operations, and compliance reviews over the course of your first year.
What You'll Do
Regulatory & Executive Response Management
- Draft and manage responses to complaints filed with the BBB, IL Shines, State Agencies, and executive offices
- Ensure responses are accurate, timely, compliant, and aligned with company policy and regulatory requirements
- Coordinate with internal stakeholders to gather case information and resolution details
Legal Response Drafting
- Draft legal responses to escalated customer complaints in coordination with the legal and compliance team
- Maintain organized records of all legal correspondence and case outcomes
Support & Escalation Handling
- Support offshore and nearshore teams with customer escalations from intake through resolution
- Collaborate with teammates and cross-functional partners to route and resolve complex cases
- Build toward independent escalation ownership as proficiency grows
Compliance Reviews
- Conduct compliance integrity reviews to ensure case handling meets internal standards and external regulatory requirements
- Identify patterns, gaps, or risks and escalate appropriately
- (Currently in a trained-and-learning phase, with planned transition to Alorica)
Governance & Approval Processes
- Learn and support the governance approval process for escalated resolutions and contract modifications
Settlement Drafting