Customer Support Representative II

Requisition ID:  90273 

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

We are a Fortune 150 company, where individuality is encouraged and hard work is rewarded.  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 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:
$18.00 an hour 
 
Work & Training Address:
4200 West Flagler Street Miami, FL 33134. This is not a work from home position. Candidates will be required to attend training and report daily to this location.
 
Training: Duration of 6-8 weeks
Agent training is paid and will take place Monday - Friday from 8AM - 5PM with anticipated start date of September 16, 2025. Mandatory attendance with no exceptions.  
 
Work Schedule upon completion of training - 40 hours per week:
Monday- Friday 10AM - 7PM with one weekday off. Weekend shift required: Saturday 3PM - 11PM and Sundays off 

Overtime is available!
 
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:
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 assist with customer requests, provide information and assist with problem resolution in accordance with company policies. This position emphasizes public relations and effective revenue risk management. Employees in this position use their decision-making skills to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, energy conservation programs, etc. and assist during On Call activation (capacity shortfall).  

Job Duties & Responsibilities

•  Receives inbound calls and responds to customer requests, inquiries, complex billing, complaints or high