Orange County Government
Sr Utilities Account Representative - Call Center
Orange County Government, Orlando, Florida, us, 32885
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Sr Utilities Account Representative – Call Center
role at
Orange County Government .
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 believe in hiring the very best. Our workplace experience sets us apart and makes us a great place to work. Our goal is to create an environment of exceptional organizational values, customer service standards, and employee satisfaction. Orange County Government is committed to providing equal opportunity in employment and services to all individuals.
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. The Customer Service Division assists 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.
Job Description The
Senior Utility Account Representative
is primarily responsible for the supervision of the customer service call center representatives. This position requires accuracy, attention to detail, and independent judgment.
Representative Duties/Assignments
Manage daily operations of the Utilities Call Center.
Serve as the primary point of contact for escalating customer issues related to Water and Solid Waste services.
Ensure all customer service representatives receive comprehensive initial and ongoing training.
Assign and coordinate workloads for customer service representatives to maintain operational efficiency.
Track attendance and provide coaching, performance feedback, and support to assigned team members.
Act as a subject matter expert on applicable procedures and collaborate closely with the CIS team on system enhancements and future upgrades.
Perform other duties as assigned.
Minimum Qualifications Graduation from high school or equivalent and three (3) years of clerical or customer service experience; or an equivalent combination of education, training or experience.
Preferences
Minimum of two (2) years of supervisory or leadership experience.
Preferred candidates will have two (2) or more years of experience handling escalations and customer complaints.
Minimum of two (2) years of call center experience.
Utilities call center experience is preferred.
Demonstrated ability to communicate effectively, both verbally and in writing.
Application Deadline Open Date: 01/02/2026 Close Date: 01/09/2026 This posting is subject to close without prior notice.
Salary Information Pay Grade: 013 – From $21.51 to $27.96 per hour FLSA Status: Non-Exempt Placement based on Education and Experience
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 Road Orlando, FL 32825
Hours 40 hours per week Working hours are 8 hours per day Monday through Friday 9:30 a.m. – 6:30 p.m.
Selected candidates will be required to provide employment references and will be required to complete a pre‑employment drug, physical and background check.
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Sr Utilities Account Representative – Call Center
role at
Orange County Government .
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 believe in hiring the very best. Our workplace experience sets us apart and makes us a great place to work. Our goal is to create an environment of exceptional organizational values, customer service standards, and employee satisfaction. Orange County Government is committed to providing equal opportunity in employment and services to all individuals.
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. The Customer Service Division assists 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.
Job Description The
Senior Utility Account Representative
is primarily responsible for the supervision of the customer service call center representatives. This position requires accuracy, attention to detail, and independent judgment.
Representative Duties/Assignments
Manage daily operations of the Utilities Call Center.
Serve as the primary point of contact for escalating customer issues related to Water and Solid Waste services.
Ensure all customer service representatives receive comprehensive initial and ongoing training.
Assign and coordinate workloads for customer service representatives to maintain operational efficiency.
Track attendance and provide coaching, performance feedback, and support to assigned team members.
Act as a subject matter expert on applicable procedures and collaborate closely with the CIS team on system enhancements and future upgrades.
Perform other duties as assigned.
Minimum Qualifications Graduation from high school or equivalent and three (3) years of clerical or customer service experience; or an equivalent combination of education, training or experience.
Preferences
Minimum of two (2) years of supervisory or leadership experience.
Preferred candidates will have two (2) or more years of experience handling escalations and customer complaints.
Minimum of two (2) years of call center experience.
Utilities call center experience is preferred.
Demonstrated ability to communicate effectively, both verbally and in writing.
Application Deadline Open Date: 01/02/2026 Close Date: 01/09/2026 This posting is subject to close without prior notice.
Salary Information Pay Grade: 013 – From $21.51 to $27.96 per hour FLSA Status: Non-Exempt Placement based on Education and Experience
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 Road Orlando, FL 32825
Hours 40 hours per week Working hours are 8 hours per day Monday through Friday 9:30 a.m. – 6:30 p.m.
Selected candidates will be required to provide employment references and will be required to complete a pre‑employment drug, physical and background check.
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