Customer Service Rep II

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

Job Title: Customer Service Rep II- Pensacola

Compensation: Start at $18 an hour.

Work & Training Address: 500 Bayfront Parkway Pensacola, FL 32502.

This is not a work from home position. Candidates will be required to attend training and report daily to this location.

Training: Duration of 5-6 weeks

Comprehensive agent training is paid and will take place Monday - Friday from 8AM - 5PM with anticipated start date of November 2025. Training is mandatory and candidates will be required to attend all training without exceptions.

Work Schedule upon completion of training - 40 hours weekly

This position requires rotating weekly schedules to maintain 24/7 customer service operations. Agents will be expected to work varied shifts including evenings, weekends, and overnight hours. Agent availability and shift coverage across all operational periods are essential for delivering exceptional customer service. There will be no exceptions.

Overtime is available!

401k Retirement plan

Pension

Life Insurance

Medical/Dental/Vision/Legal plans

Health Savings account

Flexible Spending Account

Paid Vacation/Holidays

Employee Assistance Program

Tuition reimbursement

Tuition loan repayment

What We Are Looking For:

Self driven individuals

Excellent communication skills (friendly, courteous, helpful)

Ability to resolve customer issues by using problem solving skills

Reliable/Dependable

High Integrity/positive attitude

Flexible/Adaptable

Strive for excellence

About Position:

Full time employee expected to work 40 hours per week. As an essential part of our company you will provide exceptional customer service to 6 million of our valuable customers.

We provide comprehensive training to ensure our Customer Service agents are prepared to deliver an exceptional customer experience. In this role, you will be trained to handle incoming customer calls such as power outages, billing, new service connection etc. Our state of the art technology provides quick and real-time information to ensure our customers’ inquiry is resolved on the first call.

Engage directly with customers who contact us for a variety of inquires ranging from assisting them with billing inquiries, reporting power outages, educating customers on energy consumption, and assisting customers when something does not go as expected.

Research and problem solve to determine suitable actions to deliver our customers with solution driven results. Be proactive, follow up as needed to ensure one contact resolution.

Create emotional connections by listening to customer needs, applying active listening skills, and showing empathy.

Embrace challenges and demonstrate capacity for growth. We encourage and welcome improvement opportunities within a culture of transparency, openness and trust.

Engage with team members, supervisors and other employees across various levels of the Organization, utilizing virtual collaboration tools such as Teams, Webex, and webcams to foster positive workplace relationships.

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

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 Job Role: Associate Organization: Florida Power & Light Company Recruiter: Taylor Marie Haines Hiring Manager: Rocio C Insignares Referral Bonus: 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.

If you require support or accommodation while seeking employment with NextEra Energy, please submit an online request using HR4U, providing your name, telephone number and the best time for us to reach you. Alternatively, you may reach out to the HR4U Contact Center at 1-(844)-694-HR4U (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.