Customer Service Rep II

NextEra Energy•Pensacola, FL

1d•Onsite

About The Position

As a full-time Customer Service Representative II, you will work 40 hours per week and play a vital role in supporting more than 6 million valued customers across Florida. You’ll be part of a team committed to delivering exceptional service and ensuring that every customer receives timely, accurate, and compassionate support. Employees in this role provide some decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, and other matters using basic knowledge of corporate procedures and policies when handling customer requests. This position emphasizes public relations and effective revenue risk management.

Requirements

High School Grad / GED
Experience: 1+ years

Nice To Haves

None

Responsibilities

Handle a wide range of incoming customer calls, including: Power outages, Billing inquiries, New service connections, General account questions
Utilize state-of-the-art technology that provides real-time information, helping you resolve customer needs on the first call
Engage directly with customers to: Answer questions, Resolve concerns, Educate them on energy use, Support them when things don’t go as expected
Research, troubleshoot, and problem solve to deliver solution-driven results
Take proactive steps and follow up when needed to achieve one-contact resolution
Build emotional connections by: Listening actively, Understanding customer needs, Demonstrating empathy and professionalism
Embrace challenges with a growth mindset — we welcome new ideas and foster a culture of transparency, openness, and continuous improvement
Collaborate with supervisor, teammates, and colleagues across the organization using virtual tools such as Teams, Webex, and webcams to strengthen communication
Handles situations, which may require adaptation of response
Receives inbound assist telephone calls
Responds to assist agencies’ inquiries in an efficient and courteous manner
Records and processes commitments on customer’s accounts as appropriate
Works with Area Coordinators to resolve agency/customer issues as needed
Reports fraudulent conditions to management
Assists with providing direction and guidance to less experienced team members
Performs other job-related duties as assigned