Customer Service Rep II- Pensacola

Customer Service Rep II- Pensacola

Date: Oct 15, 2024

Location(s): Pensacola, FL, US, 32520

Company: NextEra Energy

Requisition ID: 83314

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. based on retail electricity produced and sold. Serving over 5.8 million customer accounts and supporting more than 11 million residents across Florida, we provide clean, reliable and affordable electricity. FPL is a subsidiary of NextEra Energy, Inc. (NYSE: NEE), headquartered in Juno Beach, Florida. NextEra Energy is a leader 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.”

Kick off your customer service career with us today and join a team recognized as leaders in the Industry!

Compensation:

Start at $18 an hour.

Work & Training Address:

500 Bayfront Parkway Pensacola, FL 32502. Candidates will be required to conduct training and report daily to this location. This position is 100% on site.

Training:

Comprehensive Training program provided. Training will be Monday – Friday 8am – 5pm with anticipated start date of November 2024. Training is mandatory and candidates will be required to attend all training without exception.

Work Schedule upon completion of training – 40 hours weekly

Call Center hours are 6:00am to 10:00pm Monday – Friday and Saturday from 6:00am to 4:00pm. Rotating shift work is required. Overtime may be available based on business need.

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 the Position:

As an essential part of our company you will provide exceptional customer service to over 500,000 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 handle incoming calls regarding power outages, billing, new service connection and more. Our state of the art technology offers quick and real-time information to ensure our customers’ inquiry is resolved on the first call.

Key Responsibilities:

Engage directly with customers for various inquires including billing questions, power outages, energy education and resolution.

Research and problem solve to determine suitable actions, ensuring solution-driven results and proactive follow up for one call 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 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

Under direct supervision:

• 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. Clickto 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. We are committed to a diverse and inclusive workplace.

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, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

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.

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies . Please see ourfor more information.