Customer Service Rep II

Requisition ID: 92334

Florida Power & Light Company is the largest electric utility in the U.S., providing reliable energy to nearly 12 million Floridians. With one of the nation’s most fuel-efficient, cost-effective power generation fleets and industry-leading reliability, we’re redefining what’s possible in energy. Want to be part of something powerful? Join our outstanding team and help shape the future of energy.

Position Specific Description

Join the Energy That’s Powering Florida’s Future

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.

Customer Service Representative II – Pensacola

Starting Pay: $18/hour

Location: On-site at 500 Bayfront Parkway, Pensacola, FL 32502

Position Type: Full-Time, On-Site (not remote)

Why You’ll Love Working Here

- Be part of a company known for industry-leading reliability

- Make a real impact by supporting customers across Florida

- Join a team that values growth, training, and internal career paths

- Enjoy the stability and benefits that come with working for a major energy leader

Paid Training to Set You Up for Success

We invest in you from day one

- 5-6 weeks of comprehensive paid training Monday thru Friday from 8AM-5PM

- Anticipated start date: January 26, 2026

- Training is on site and mandatory, ensuring you’re fully prepared for the role

Your Work Schedule upon completion of Training

Our care center provides 24/7 customer service excellence, requiring flexibility across rotating schedules including evenings, weekends, and overnight shifts. Schedules are released one month in advance to support your work-life balance while maintaining our commitment to exceptional customer care.

Schedule Examples:

- One week you might work 8AM-5PM, the next week 2PM-10:30PM, followed by 10PM-6AM

- Weekend coverage is required as part of the rotation

- Your off days will also rotate- sometimes weekdays, sometime weekends

This schedule flexibility is essential to providing the exceptional service FPL is known for.

Overtime opportunities are available!

Benefits That Power Your Life

Joining FPL means joining a company that invests in your well-being, your future, and your success. Our comprehensive benefits package includes:

- 401(k) Retirement Plan

- Pension Plan

- Life Insurance

- Medical, Dental, Vision & Legal Plans

- Health Savings Account (HSA)

- Flexible Spending Account (FSA)

- Paid Vacation & Holidays

- Employee Assistance Program (EAP)

- Tuition Reimbursement

- Tuition Loan Repayment Program

Who Thrives in This Role

We’re looking for team members who bring energy, positivity, and a commitment to excellence. The ideal candidate is:

- 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

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.

What You’ll Do

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.

In this role, you will:

- 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

Job Overview

Employees in this role provide some decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, and other matters using basic knowledge of corporate procedures and policies when handling customer requests. This position emphasizes public relations and effective revenue risk management.

Job Duties & Responsibilities

Under direct supervision:

- Handles situations, which may require adaptation of response

- Receives inbound assist telephone calls

- Responds to assist agencies’ inquiries in an efficient and courteous manner

- Records and processes commitments on customer’s accounts as appropriate

- Works with Area Coordinators to resolve agency/customer issues as needed

- Reports fraudulent conditions to management

- Assists with providing direction and guidance to less experienced team members

- Performs other job-related duties as assigned

Required Qualifications

- High School Grad / GED

- Experience: 1+ years

Preferred Qualifications

- None

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

Employee Group: Non Exempt Employee Type: Full Time Job Category: Customer Service Organization: Florida Power & Light Company Relocation Provided: No

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law.

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.