Customer Service Rep II

NextEra Energy•Pensacola, FL

3d•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. We equip you with the tools, training, and technology to succeed. Our comprehensive onboarding program ensures you are fully prepared to assist customers with confidence.

Requirements

Self-driven and motivated
An excellent communicator — friendly, courteous, and helpful
A strong problem solver who can confidently resolve customer issues
Reliable and dependable in both attendance and performance
Someone with high integrity and a consistently positive attitude
Flexible and adaptable in a fast-paced, changing environment
Committed to striving for excellence every day

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 and teamwork