Customer Service Rep II- Pensacola

Description :

This position requires some decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, etc. with knowledge of corporate procedures & policies.

Position emphasizes public relations and effective revenue risk management.

Handles situations, which may require adaptation of response.

Provides direction and guidance to less experienced team members.

May receive inbound Assist telephone calls. Responds to assist agencies inquiries in an efficient and courteous manner and records / processes commitments on customers accounts as appropriate.

Also may work with Area Coordinators to resolve agency / customer issues.

Reports fraudulent conditions to management.

Enable Skills-Based Hiring

No

Furlough Notification

All NextEra Energy Contingent Workforce Program (CWP) assignments are eligible for worker furlough. Typical furlough schedules coincide with select national holidays, but may be subject to change. Suppliers will be notified by the CWP of those workers impacted and the applicable furlough dates prior to each furlough period.

Worker Building Location

GF1 - GEXA - Frontier Utilities - 0000695107

Will driving be required as part of position duties / work?

No

Driving Record Validation

For all positions indicating driving requirements, supplier must hold validation of non-restricted current driver''s license and demonstrate the following : no alcohol / drug related driving offenses within the previous five years and / or the license is not currently suspended or restricted related to hours of driving or reason for driving.

Additional Job Details

(No Value)

Will Per Diem and Mob / De-Mob expense types be available for this requisition?

No

If Per Diem is available, please indicate the maximum amount :

If Nuclear Business Unit : On-Boarding Note

Nuclear workers requiring unescorted badge access will follow onsite in-processing procedures. All others will be required to complete Non-Nuclear pre-assignment screenings through their staffing supplier. Please contact CWP with any questions : cwp@nexteraenergy.com or 561-694-4761.

Will the selected worker require unescorted badge access into Nuclear protected areas?

No

Is NERC CIP unescorted physical or cyber access required for this assignment?

No

Which NERC access is needed?

N / A

Is Federal Energy Regulatory Commission access required?

No

Shift Type

Standard Shift (8-5)

Hours per Day

Hours per Week

40

Total Hours

12,576.00

Attachment :

Customer Service Job Description

Position Specific Description

Job Title : Customer Service Rep II- Pensacola

Work & Training Address : 601 Travis St. Houston, TX 77002

This is not a work from home position . Candidates will be required to attend training and report daily to this location.

Training : Duration of 3 weeks

Comprehensive agent training is paid and will take place Monday - Friday from 8AM - 5PM with anticipated start date of November 3

rd

, 2025. Training is mandatory and candidates will be required to attend all training without exceptions.

Work Schedule upon completion of training - 40 hours weekly

This position requires an 8-hour shift between the hours of 7am – 6pm. These schedules are assigned based on the needs of the business and could change at any time. There will be no exceptions.

What We Are Looking For :

Self driven individuals

Excellent communication skills (friendly, courteous, helpful)

Ability to resolve customer issues by using problem solving skills

Reliable / Dependable

High Integrity / positive attitude

Flexible / Adaptable

Strive for excellence

About Position :

Full time employee expected to work 40 hours per week. As an essential part of our company, you will provide exceptional customer service to our valuable customers.

We provide comprehensive training to ensure our Customer Service agents are prepared to deliver an exceptional customer experience. In this role, you will be trained to handle incoming customer calls and provide quick and real-time information to ensure our customers' inquiry is resolved on the first call.

Research and problem solve to determine suitable actions to deliver our customers with solution driven results. Be proactive, follow up as needed to ensure one contact resolution.

Create emotional connections by listening to customer needs, applying active listening skills, and showing empathy.

Embrace challenges and demonstrate capacity for growth. We encourage and welcome improvement opportunities within a culture of transparency, openness and trust.

Job Overview

Employees in this role provide some decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, and other matters using basic knowledge of corporate procedures and policies when handling customer requests. This position emphasizes public relations and effective revenue risk management.

Job Duties & Responsibilities

Under direct supervision :

• Handles situations, which may require adaptation of response
• Assist customers with billing inquiries and educating on energy consumption.
• Records and processes commitments on customer's accounts as appropriate.
• Assist customers with online account and mobile app request.
• Meet performance metrics and schedule adherence requirements daily.
• Assists with providing direction and guidance to less experienced team members
• Performs other job-related duties as assigned

Required Qualifications

Preferred Qualifications

Employee Group : Non-Exempt

Employee Type : Full Time

Job Category : Customer Service

Job Role : Associate

Organization : Gexa Energy

Recruiter : Jessica Marquez

Hiring Manager : Kellie Morris

Referral Bonus : $

Relocation Provided : No