Overnight Customer Support Representative II- Miami (64197_Miami)
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Position Specific Description
As an essential part of our company you will be providing customer service through our call center to more than 5.6 million of our valuable customers.
We are looking to add 2 Overnight bilingual (Spanish Speaking) representatives to our team . This is a full-time position and all new hires will train at FPL's Lejeune Flagler Office located at 4200 W Flagler St. Miami, FL 33134.
This is a Mandatory training class that is scheduled to start September 2022
Starting pay is $15.00 per hour plus an additional stipend of $.95/hr
The mandatory training is 6 weeks long
This is a 8-hour training class Monday through Friday from 9am-5pm.
Hours of Operation:
Once training is complete, you will be required to work 40 hours a week from 11pm-7am including a Saturday or Sunday. We are a 24-hour Contact Center. Opportunity for overtime is available.”
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 assignedRequired Qualifications
• High School Grad / GED
• Experience: 0+ years
• 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
Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.
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