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.

At Florida Power & Light Company (FPL), we're not just the largest electric utility in the nation — we're a team of innovators, problem-solvers, and customer champions committed to delivering safe, reliable, and affordable energy to nearly 12 million Floridians. With world-class reliability and one of the cleanest, most efficient power generation fleets in the country, FPL is leading the way in shaping the future of energy.

If you're looking for a career with purpose, stability, and growth, this is your moment.

Customer Service Representative II – Miami Starting Pay: $18/hour Location: 4200 West Flagler Street Miami, FL 33134 Position Type: Full-Time, On-Site (not remote)

Why You'll Love Working Here • Be part of a company known for industry-leading reliability • Make a real impact by supporting customers across Florida • Join a team that values growth, training, and internal career paths • Enjoy the stability and benefits that come with working for a major energy leader

Paid Training to Set You Up for Success

We invest in you from day one •6-8 weeks of comprehensive paid training Monday thru Friday from 8AM-5PM •Anticipated start date: January, 2026 • Training is on site and mandatory, ensuring you're fully prepared for the role

Overnight Work Schedule:

Upon completion of training, you will work 40 hours per week on an overnight schedule that includes both Saturday and Sunday from 10:00 PM to 6:00 AM. You will receive two consecutive days off per week based on operational needs. Overtime opportunities are available!

Benefits That Power Your Life Joining FPL means joining a company that invests in your well-being, your future, and your success. Our comprehensive benefits package includes:

• 401(k) Retirement Plan
• Pension Plan
• Life Insurance
• Medical, Dental, Vision & Legal Plans
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Paid Vacation & Holidays
• Employee Assistance Program (EAP)
• Tuition Reimbursement
• Tuition Loan Repayment Program

Who Thrives in This Role We're looking for team members who bring energy, positivity, and a commitment to excellence. The ideal candidate is:

• Self-driven and motivated
• An excellent communicator — friendly, courteous, and helpful
• A strong problem solver who can confidently resolve customer issues
• Reliable and dependable in both attendance and performance
• Someone with high integrity and a consistently positive attitude
• Flexible and adaptable in a fast-paced, changing environment
• Committed to striving for excellence every day

About the Position As a full-time Customer Support Representative II, you will work 40 hours per week and play a vital role in supporting more than 6 million valued customers across Florida. You'll be part of a team committed to delivering exceptional service and ensuring that every customer receives timely, accurate, and compassionate support.

What You'll Do We equip you with the tools, training, and technology to succeed. Our comprehensive onboarding program ensures you are fully prepared to assist customers with confidence. In this role, you will:

• Handle a wide range of incoming customer calls, including: power outages, billing inquiries, new service connections, general account questions
• Utilize state-of-the-art technology that provides real-time information, helping you resolve customer needs on the first call
• Engage directly with customers to answer questions, resolve concerns, educate them on energy use, support them when things don't go as expected
• Research, troubleshoot, and problem solve to deliver solution-driven results
• Take proactive steps and follow up when needed to achieve one-contact resolution
• Build emotional connections by listening actively, understanding customer needs, demonstrating empathy and professionalism
• Embrace challenges with a growth mindset — we welcome new ideas and foster a culture of transparency, openness, and continuous improvement
• Collaborate with supervisor, teammates, and colleagues across the organization using virtual tools such as Teams, Webex, and webcams to strengthen communication and teamwork

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