Sr Customer Service Field Representative
Orange County Government, Orlando, FL, United States
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.
Utilities and Customer Service Division 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 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.
Senior Customer Service Field Representative Job Description General Functions 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.
Representative Duties/Assignments
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.
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.
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.
Trains new employees and follows up on their performance. Covers vacations for the current Customer Service Field Representative staff.
Performs other duties as assigned.
Minimum Qualifications
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.
Preferences
Utility and billing background
Phone and handheld radio communication skills
Customer service experience
Basic PC skills
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.
Application Deadline Open Date: 04/17/2026
Close Date: 04/21/2026
This posting is subject to close without prior notice.
Salary Information Pay Grade: 013 - From $21.51 to $27.96
FLSA Status: Non-Exempt
Placement based on Education and Experience
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 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
Notes Working Hours: 40
Work Schedule: Monday – Friday / 10:30am – 7:30pm
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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Utilities and Customer Service Division 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 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.
Senior Customer Service Field Representative Job Description General Functions 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.
Representative Duties/Assignments
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.
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.
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.
Trains new employees and follows up on their performance. Covers vacations for the current Customer Service Field Representative staff.
Performs other duties as assigned.
Minimum Qualifications
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.
Preferences
Utility and billing background
Phone and handheld radio communication skills
Customer service experience
Basic PC skills
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.
Application Deadline Open Date: 04/17/2026
Close Date: 04/21/2026
This posting is subject to close without prior notice.
Salary Information Pay Grade: 013 - From $21.51 to $27.96
FLSA Status: Non-Exempt
Placement based on Education and Experience
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 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
Notes Working Hours: 40
Work Schedule: Monday – Friday / 10:30am – 7:30pm
Selected candidates will be required to provide employment references and will be required to complete a pre-employment drug, physical and background check.
#J-18808-Ljbffr