Customer Service Rep II

NextEra Energy•Pensacola, FL

3d•Onsite

About The Position

Florida Power & Light Company is hiring a full-time, on-site Customer Service Representative II in Pensacola, Florida. The role supports customers across Florida by providing timely, accurate, and compassionate assistance. The representative handles incoming calls, uses real-time technology to address customer needs, and works toward resolving issues on the first call. The position includes 5–6 weeks of mandatory, paid on-site training, Monday through Friday from 9 AM to 5 PM. The anticipated start date is November 2026. After training, the schedule is 40 hours per week, Monday through Friday from 9 AM to 6 PM, with rotating Saturday schedules. Overtime opportunities are available.

Requirements

Excellent communication skills, with a friendly, courteous, and helpful approach.
Strong problem-solving skills and confidence resolving customer issues.
Reliable and dependable attendance and performance.
High integrity and a consistently positive attitude.
Flexible and adaptable in a fast-paced, changing environment.
Self-driven and motivated, with a commitment to striving for excellence.

Responsibilities

Handle incoming customer calls about power outages, billing inquiries, new service connections, and general account questions.
Use real-time technology to resolve customer needs on the first call.
Answer customer questions, resolve concerns, educate customers on energy use, and support them when issues arise.
Research, troubleshoot, and solve problems to deliver effective solutions.
Take proactive steps and follow up when needed to achieve one-contact resolution.
Listen actively, understand customer needs, and demonstrate empathy and professionalism.
Collaborate with supervisors, teammates, and colleagues across the organization using virtual tools such as Teams, Webex, and webcams.
Participate in onboarding and training to prepare to assist customers.