Customer Support Representative II

Customer Support Representative 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.

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 bills • Handles situations which require adaptation of response • Identifies who will handle more complex calls • Assists with agency inquiries and Medical Essential Service Program (MESP) • Transfers or refers sales leads • Reports fraudulent conditions to management • Performs other job-related duties as assigned

Required Qualifications: • High School Grad / GED • Experience: 0+ years

Preferred Qualifications: • Associate's Degree • Bachelor's Degree • Customer Service Experience: 1+ years