Customer Service Rep II

NextEra Energy•Pensacola, FL

1d•Onsite

About The Position

Florida Power & Light Company is hiring a full-time Customer Service Representative II to provide customer support at its on-site Pensacola location. The position supports customers across Florida by handling inbound calls and resolving routine and non-routine requests, inquiries, and complaints about matters such as billing, policies, outages, new service connections, and customer accounts. The role uses basic knowledge of corporate procedures and policies, emphasizes public relations and effective revenue risk management, and operates under direct supervision. The company provides five to six weeks of mandatory, paid, on-site training, Monday through Friday from 9 a.m. to 5 p.m. The anticipated start date is November 2026. After training, the schedule is 40 hours per week, Monday through Friday from 9 a.m. to 6 p.m., with rotating Saturday schedules. Overtime opportunities are available. The position is based at 9088 Pine Forest Rd, Pensacola, Florida 32534; it is not remote.

Requirements

High school graduate or GED.
At least 1 year of experience.
Self-driven and motivated, with a positive attitude and high integrity.
Excellent communication skills, including being friendly, courteous, and helpful.
Strong problem-solving skills and ability to resolve customer issues.
Reliable and dependable in attendance and performance.
Flexible and adaptable in a fast-paced, changing environment.
Commitment to striving for excellence.

Responsibilities

Handle incoming customer calls about power outages, billing inquiries, new service connections, and general account questions.
Answer customer questions, resolve concerns, educate customers on energy use, and provide support when issues arise.
Research, troubleshoot, and resolve customer needs using available technology and information.
Take proactive steps and follow up when needed to pursue one-contact resolution.
Listen actively, understand customer needs, and communicate with empathy and professionalism.
Handle non-routine customer requests, inquiries, and complaints about billing, policies, and other matters, adapting responses as needed.
Receive inbound assist telephone calls and respond efficiently and courteously to assist agencies’ inquiries.
Record and process commitments on customer accounts as appropriate.
Work with Area Coordinators to resolve agency and customer issues as needed.
Report fraudulent conditions to management.
Assist with providing direction and guidance to less experienced team members.
Collaborate with supervisors, teammates, and colleagues across the organization using virtual tools such as Teams, Webex, and webcams.
Perform other job-related duties as assigned.