Customer Support Representative II

NextEra Energy•Coral Gables, FL

2d•$18•Onsite

About The Position

At Florida Power & Light Company (FPL), we’re not just the largest electric utility in the nation — we’re a team of innovators, problem-solvers, and customer champions committed to delivering safe, reliable, and affordable energy to nearly 12 million Floridians. With world-class reliability and one of the cleanest, most efficient power generation fleets in the country, FPL is leading the way in shaping the future of energy. If you’re looking for a career with purpose, stability, and growth, this is your moment. As a full-time Customer Support 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 assist with customer requests, provide information and assist with problem resolution in accordance with company policies. This position emphasizes public relations and effective revenue risk management. Employees in this position use their decision-making skills to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, energy conservation programs, etc. and assist during On Call activation (capacity shortfall).

Requirements

High School Grad / GED
Experience: 0+ years
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

Nice To Haves

Associate's Degree
Bachelor's Degree
Customer Service Experience: 1+ years

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
Receives inbound calls and responds to customer requests, inquiries, complex billing, complaints or high bills
Handles situations which require adaptation of response
Identifies who will handle more complex calls
Assists with agency inquiries and Medical Essential Service Program (MESP)
Transfers or refers sales leads
Reports fraudulent conditions to management
Performs other job-related duties as assigned