Customer Service Rep II
Job Location:
Pensacola, FL - USA
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Requisition ID: 96710
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 nations most fuel-efficient cost-effective power generation fleets and industry-leading reliability were redefining whats possible in energy. Want to be part of something powerful Join our outstanding team and help shape the future of energy.
Position Specific Description
Florida Power & Light Company is the largest electric utility in the U.S. providing reliable energy to nearly 12million Floridians. With one of the nations most fuel-efficient cost-effective power generation fleets and industry leading reliability were redefining whats possible in energy. Want to be part of something powerful Join ouroutstanding team and help shape the future of energy. Join the Energy Thats Powering Floridas Future If youre 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 transitioning to our permanent location 9088 Pine Forest Rd Pensacola Fl 32534 in September 2026 Position Type: Full-Time on-site (not remote) Why Youll 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 9AM-5PM Anticipated start date: September 28 2026 Training is on site and mandatory ensuring youre fully prepared for the role Your Work Schedule upon completion of Training 40 hours per week: Monday- Friday 9AM-6PM with rotating weekend Saturday schedules 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. Ourcomprehensive 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 Were 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. Youll be part of a team committed to delivering exceptional service and ensuring that every customer receives timely accurate and compassionate support. What Youll 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 firstcall Engage directly with customers to: Answer questions Resolve concerns Educate them on energy use Support them when things dont 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
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.
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 customers 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
High School Grad / GED
Experience: 1 years
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
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