Customer Support Representative II

Requisition ID: 80360

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

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 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:

$18.00 an hour

Work & Training Address:

4200 West Flagler Street Miami, FL 33134

Training: Duration of 6-8 weeks

Agent training is paid and will take place Monday - Friday from 8AM - 2PM. Anticipated to begin July 2024. Must be able to attend the full duration of training without exceptions.

Work Schedule upon completion of training - 40 hours weekly:

Monday- Friday 10AM - 7PM with one day off. Weekend shift required: Saturday 3PM - 11PM OR Sunday 7AM - 3PM/3PM - 11PM

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 more than 5.6 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 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.

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

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 [email protected], 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 our policy for more information.