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 support customers across Florida. The position is on-site at 9088 Pine Forest Rd, Pensacola, Florida, and starts at $18 per hour. Employees complete five to six weeks of mandatory, paid on-site training, scheduled 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. Under direct supervision, the representative handles customer requests, inquiries, and complaints that may be non-routine, particularly concerning billing, policies, and other matters. The role uses basic knowledge of corporate procedures and policies, and emphasizes public relations and effective revenue risk management. Representatives respond to inbound calls and agency inquiries, process account commitments as appropriate, and work with Area Coordinators to resolve agency and customer issues. They also report fraudulent conditions, help guide less experienced team members, and perform other job-related duties. The role includes responding to calls about power outages, billing, new service connections, and general account questions. Representatives use technology that provides real-time information to research, troubleshoot, resolve concerns, educate customers about energy use, and follow up when needed. They are expected to listen actively, show empathy and professionalism, and aim for one-contact resolution. Team members collaborate with supervisors, teammates, and colleagues across the organization using virtual tools such as Teams, Webex, and webcams.

Requirements

High school diploma or GED.
At least 1 year of experience.
Excellent communication skills; friendly, courteous, and helpful manner.
Strong problem-solving skills and ability to resolve customer issues.
Reliable and dependable attendance and performance.
High integrity and a consistently positive attitude.
Flexibility and adaptability in a fast-paced, changing environment.
Motivation, self-direction, and commitment to excellence.

Responsibilities

Handle incoming customer calls about power outages, billing inquiries, new service connections, and general account questions.
Respond to non-routine customer requests, inquiries, and complaints about billing, policies, and other matters using basic knowledge of corporate procedures and policies.
Receive inbound assist telephone calls and respond efficiently and courteously to agencies’ inquiries.
Record and process commitments on customer accounts as appropriate.
Research, troubleshoot, and resolve customer issues, taking proactive steps and following up when needed to achieve one-contact resolution.
Answer customer questions, resolve concerns, and educate customers about energy use.
Listen actively, understand customer needs, and demonstrate empathy and professionalism.
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 tools such as Teams, Webex, and webcams.
Perform other job-related duties as assigned.