Customer Support Representative II (OVERNIGHT ) Full ...

Customer Support Representative II (OVERNIGHT) Full Time 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. If you're looking for a career with purpose, stability, and growth, this is your moment. Customer Support Representative II Miami Starting Pay: $18/hour Location: 4200 West Flagler Street Miami, FL 33134 Position Type: Full-Time, On-site (not remote) 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 We invest in you from day one 6-8 weeks of comprehensive paid training Monday thru Friday from 8AM-5PM Anticipated start date: March 23, 2026 Training is on site and mandatory, ensuring you're fully prepared for the role Upon successful completion of training, you will work 40 hours per week on an overnight shift, including both Saturday and Sundays, from 10:00 PM to 6:00 AM. Two consecutive days off are provided weekly based on operational needs. Overtime opportunities are also available. 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 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 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. 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 Collaborate with supervisor, teammates, and colleagues across the organization using virtual tools such as Teams, Webex, and webcams to strengthen communication and teamwork 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). 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 High School Grad / GED Experience: 0+ years Associate's Degree Bachelor's Degree Customer Service Experience: 1+ years

Created: 2026-03-10