Sr Customer Service Field Rep

At Orange County Government, we are proud to serve the public with integrity, honesty, fairness, and professionalism. We develop innovative policies and services that impact Central Florida and shape the future of our community.
The Customer Service Division is responsible for assisting utility customers 24 hours a day, 7 days a week through an automated system, and Monday through Friday during regular business hours. The division is also responsible for ensuring the accuracy of more than 2 million annual billing events.
The Customer Service Division – Meter Services Team is seeking a qualified individual to fill the position of Senior Customer Service Field Representative. This position is responsible for ensuring that all field activities/orders are dispatched, routed and completed. It also coordinates the tasks of staff responsible for starts, stops, rereads, cut offs and restores of water service and resolution of customer issues. Work is performed under the general direction of the immediate supervisor.

• Performs other duties as assigned.
• Completes daily checks on the Kronos system for accuracy of input of Field Representatives. Plans and monitors vacation requests and issues attendance/tardiness occurrences.
• Performs inventory of vehicles, lap tops, radio equipment, supplies, and requests the ordering of cards, barrel lock/keys, etc. as required.
• Oversees the maintenance schedule for vehicles and ensures that staff performs daily vehicle inspections and follows through on any noted problems.
• Coordinates the daily operations of the Customer Service Field Representatives such as, routes work, ensures proper supplies and equipment are available, ensures completion of daily work, prioritizes and distributes heavy work loads during peak periods, short staffing or inclement weather conditions.
• Trains new employees and follows up on their performance. Covers vacations for the current Customer Service Field Representative staff.
• Advises supervisor on the performance of staff for semi-annual and annual reviews. Assists in the interview process. Participates in the planning and implementation of monthly staff meetings.

Graduation from high school or equivalent, and three (3) years experience as a Customer Service Field Representative.

Must possess and maintain a valid Florida Driver's license.

Must be able to work outdoors in inclement weather.

Must possess oral and written communications skills to be able to communicate effectively with staff and the public to explain County and Department policy and procedure.

Must have basic computer and laptop experience.

Hours per week: 40
Working Hours: Monday - Friday / 8:00am - 5:00pm or 10:30 – 7:30 based on seniority.
Resumes are not accepted in lieu of a completed online application. It is the responsibility of the applicant to provide the detailed and relevant work experience, which would qualify them for the position. Please enter all periods of employment, including your current position, duties, hours worked and educational background. Failure to provide complete information will result in your application being disqualified.
The selected applicant will be required to submit to a pre-employment physical/drug test and a background investigation screening process that includes fingerprinting and a polygraph exam. Favorable results must be obtained for employment

Open: 5-9-2023 / Updated Close: 5-11-2023 *Note: Subject to close prior to deadline without notice.

$19.49/hr to $31.18/hr. Placement based on qualifications

Orange County Utilities

Customer Service Division

9150 Curry Ford Road

Orlando, FL 32825

If you are claiming Veterans' Preference, you are responsible for providing the required eligibility documentation by the close date of the posting. Please submit a cover letter and copies of documents, not originals, to Orange County Human Resources Division, PO Box 1393, Orlando, FL 32801-1393 or fax to (407) 836-0098 (only Veterans' Preference documentation will be accepted by fax). Your cover letter should include the position posting number you are applying for, the title of the position and the last 4 digits of your social security number.

If your education was obtained in the United States, the County recognizes degrees or diplomas which are accredited by an agency recognized by the United States Department of Education (USDE) or the Council for Higher Education Accreditation (CHEA). If you have obtained education from a country other than the United States, your degree or diploma must be evaluated to determine the United States equivalency by a member of the National Association of Credential Evaluation Service (NACES) or the Association of International Credentials Evaluations (AICE) at your expense.

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