Customer Service Rep II

Florida Power & Light; Pensacola (FL); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

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

Job summary

Florida Power & Light Company in Pensacola is hiring a Customer Service Representative II to deliver outstanding support to our Florida customers. This full-time, on-site role offers meaningful work helping customers with billing, outages, and service inquiries, with a focus on accuracy and empathy.

Starting pay is $18 per hour, with five to six weeks of paid training on-site, and a 40-hour weekly schedule after training.

Qualifications

• High school diploma or GED is required.
• 1+ years of customer service experience.
• Excellent communication and problem-solving skills.

Responsibilities

• Handle a wide range of inbound customer calls (billing, outages, new service, accounts).
• Provide accurate information and resolve issues on first contact where possible.
• Document interactions and coordinate with supervisors and teammates.
• Support customers across Florida with energy-related inquiries.

Skills

Customer service

Communication skills

Phone support

Education

High School Grad / GED

Job description

Requisition ID: 98184

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

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.

Join the Energy That's Powering Florida's Future

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 9088 Pine Forest Rd, Pensacola, Fl 32534

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 9AM-5PM
• Anticipated start date: November 2026
• Training is on site and mandatory, ensuring you're 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

Benefits

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

• 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

• 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 [e-mail] , providing your name, telephone number and the best time for us to reach you.

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.

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