Sr. Customer Service Representative

Overview

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. We have been consistently recognized as a "Top 100 Family Friendly Company," facilitating a healthy work-life balance.

Orange County Utilities provides water resources and solid waste recovery services to protect and enrich the lives of the citizens and guests of Orange County Florida. Orange County Utilities successfully manages growth and serves one of the fastest growing large metropolitan areas in the county in the last 40 years while maintaining excellent quality, customer service and preserving the environment.

The Customer Service Division is seeking a highly qualified individual to fill the position of ¿Customer Service Representative¿ for the Call Center.

Job Description

General Functions

This position is responsible for handling complex and advanced customer service processes and programs related to water, wastewater, garbage and recycling services, ensuring efficient and effective resolution. Assists Customer Service Representatives with escalated issues and provides guidance on interpreting County policies and procedures. Directs customer interaction through phone, email and in- person interactions.

Work requires independent judgement within established guidelines and is performed under the general supervision of a designated supervisor. Performance is evaluated based on accuracy and achievement of desired results in providing customer service.

Representative Duties/ Assignments

Duties may vary based on area of assignment. The following are representative duties, it is not the intent to capture all duties performed by this classification.

• Handles customer calls from Utilities and Solid Waste inbound queue.
• Completes requests to start and/or stop Water/Wastewater /Irrigation services.
• Opens Utility accounts including handling account holder identification.
• Provides account financial status to customers, including past due, collections and severance information.
• Educates and provides process for self-pay procedures via web portal and automated phone system.
• Reviews and assists with in depth billing or usage inquiries including high bill concerns and high use troubleshooting.
• Creates needed Field activities/orders for Meter Services.
• Communicate with leadership, and other departments as needed to resolve customer and account issues.
• Performs other duties as may be assigned

Minimum Qualifications

Graduation from high school or equivalent and one (1) year of customer services related experience.

Preferences

• Ability to type at a rate of 20 correct words per minute.

Application Deadline

Open Date: 08/25/2026

Close Date: 08/27/2026

This posting is subject to close without prior notice.

Salary Information

Pay Grade: 011 - From $19.00 to $24.12

FLSA Status: Non-Exempt

Placement based on Education and Experience

Sign-on Incentive

The *Customer Service Representative* position may be eligible for a Sign-on Incentive. To learn more about our Sign-on Incentive Program visit our website at:

http://www.ocfl.net/careers/#incentives

Please note that current County employees are not eligible for a sign-on monetary incentive.

Benefits

• 10 paid holidays and 2 floating holidays annually.
• 18 days paid time off per year.
• Longevity bonus based on years of service.
• 6 days of paid TERM (sick) time annually.
• Low-cost medical, dental, vision, additional life insurance.
• Free basic life, long term disability, and employee assistance for all the family members effective on day one.
• Participation in the Florida Retirement System.
• Employee assistance program includes multiple free one on one sessions with licensed counselors and online tools for legal advice, financial planning, personal life balance, etc.
• Free access to Wellworks gyms and Orange County Recreation Centers.
• Free onsite wellness coaching, including dietician and nurse.
• Tuition reimbursement program.
• Earn service time to forgive student loans.

Disclaimer: Benefits may vary for employees under collective bargaining agreements.

For more information on Benefits visit - https://www.ocfl.net/EmploymentVolunteerism/EmployeeBenefits.aspx

Veterans Preference

If you are claiming Veterans' Preference, you are responsible for providing the required eligibility documentation by the closing date of the posting. Please scan and upload a copy of your cover letter and supporting documents, to Orange County Human Resources Division via the secure Box.com folder.

Your cover letter should include the Job ID number you are applying for, the title of the position, your full name and the last 4 digits of your social security number. *If you are a current employee returning from active military service, you may be eligible for promotion preference if the active military service qualifies for Veterans' Preference. Please note that Veterans' Preference applies only to a Veterans' first promotion after reinstatement or reemployment, without exception.

Educational Requirements

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.

Address

Orange County Utilities

9150 Curry Ford Rd.

Orlando, FL 32825

Notes

Working hours: 40