Customer Service Rep II

Requisition ID: 96710

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

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.

Join the Energy That’s Powering Florida’s Future

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

Customer Service Representative II – Pensacola

Starting Pay: $18/hour

Location: On-site at 500 Bayfront Parkway, Pensacola, FL 32502, transitioning to our permanent location 9088 Pine Forest Rd, Pensacola, Fl 32534 in September 2026

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

• 5-6 weeks of comprehensive paid training Monday thru Friday from 9AM-5PM

• Anticipated start date: September 28, 2026

• Training is on site and mandatory, ensuring you’re fully prepared for the role

Your Work Schedule upon completion of Training – 40 hours per week:

Monday- Friday 9AM-6PM with rotating weekend Saturday schedules

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 Service 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