Customer Support Representative II Bilingual Spanish- Overnight

Requisition ID: 97658

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 nations most fuel-efficient cost-effective power generation fleets and industry-leading reliability were redefining whats possible in energy. Want to be part of something powerful Join our outstanding team and help shape the future of energy.

Position Specific Description

Join the Energy Thats Powering Floridas Future

If youre 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)

Why Youll 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 9AM-5PM
Anticipated start date:October 2026
Training is on site and mandatory ensuring youre fully prepared for the role

Work Schedule (Post-Training) 40 Hours Per Week

Upon successful completion of training you will transition to a 40-hour-per-week overnight schedule from 11:00 PM to 7:00 AM including a weekend coverage. Employees will receive two days off per week scheduled based on operational needs. Overtime opportunities are available based on business needs.

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
Were 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. Youll be part of a team committed to delivering exceptional service and ensuring that every customer receives timely accurate and compassionate support.

What Youll 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 dont 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 andresponds 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

Associates Degree
Bachelors Degree
Customer Service Experience: 1 years

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click to 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.

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.

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 contractors 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.

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Required Experience:

Unclear Seniority