Customer Service Rep III

Florida Power & Light Company is America’s largest electric company, providing clean, affordable, and reliable electricity to more than 12 million people in Florida. We operate one of the cleanest power generation fleets in the U.S. and our reliability is among the best in the nation. Our goal is to achieve Real Zero carbon emissions from our operations by 2045 by expanding our solar capacity, increasing battery storage and bringing new renewable energy opportunities to Florida, while improving customer affordability and reliability. Are you interested in becoming a game-changer in the energy industry?  Join our world-class team today! 

 

Position Specific Description

Florida Power & Light Company is the largest energy company in the U.S. as measured by retail electricity produced and sold. The company serves more than 5.6 million customer accounts supporting more than 11 million residents across Florida with clean, reliable and affordable electricity.  FPL is a subsidiary of Juno Beach, Florida-based NextEra Energy, Inc. (NYSE: NEE), a clean energy company widely recognized for its efforts in sustainability, ethics and diversity, and has been ranked No. 1 in the electric and gas utilities industry in Fortune’s 2020 list of “World’s Most Admired Companies.”

We are recognized as leaders in the Industry.  Kick off your customer service career Today!

 

Compensation:

Start at $17 an hour and increase to $18 an hour after a 90 day probationary period, which includes training.

 

Benefits:

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:

As an essential part of our company you will provide exceptional customer service to over 400,000 of our valuable customers in Northwest Florida.

 

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 an emotional connection, listen to the customer needs, use active listening skills, and use empathy to assist customers.   

 

Demonstrate your capacity for growth by embracing challenges. We share and welcome improvement opportunities and operate in a culture of transparency, openness and trust.

 

Engage with your team members, your Supervisor and other employees across many levels of the Organization, whether in person or by using virtual collaboration tools such as Teams, Webex, and webcams to foster  healthy positive relationships in the workplace. 

 

Work Schedule:

CCC Reps must be willing to perform these duties within and outside of normal business hours to maintain 24 hour/7 day per week telephone coverage and be available for call out.  Shift work is required – must be able to work nights, weekends, and holidays.

 

Training:

Agent training is paid, Monday thru Friday for approximately 6 weeks, located at 500 Bayfront Parkway Pensacola, FL 32502.

Job Overview

Employees in this role assist with basic customer requests and explain company policies to customers in a pleasant and professional manner. This position emphasizes public relations and effective revenue risk management as well as provides a variety of information regarding the company.

Job Duties & Responsibilities

Under direct supervision:
•   Responds to customer requests, inquiries or complaints
•   Assists with agency inquiries and Medical Essential Service Program (MESP)
•   Identifies who will handle more complex calls