Senior Customer Service Representative Job

Orange County Government are hiring Senior Customer Service Representative in Orlando, FL 32801 (Central District Business Area). 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 – Credit and Collections Team is seeking a qualified individual to fill the position of Senior Customer Service Representative. This position performs complex clerical work involving customer service assisting subordinate representatives with customer issues and interpretation of County Policies and procedures Directs customer interaction via telephone, email, or face to face contact. The position will be in the Credit and Collections area.

Job Description:

Job Title:Senior Customer Service Representative (Utilities Customer Service)
Job Type:Full Time / Regular
Shift and Schedule:Day Shift (Monday to Friday)
Salary:$17.22/hr. to $24.97/hr. Placement based on qualifications.
Application Deadline:Open: 7-19-2023 / Close: 8-5-2023
Note: Subject to close prior to deadline without notice.

Responsibilities and Duties:

  • Processing liens and satisfaction of liens for utility debts owed to the County
  • Develop and manage a proactive unauthorized connection process
  • Develop, manage and train revenue protection and collection procedures
  • Assist CSRs with issues, escalations and policies
  • Handle complex situations regarding revenue protection, collection and fraud
  • Process revenue collection To Do’s and collection cases
  • Perform other duties as assigned.

Minimum Qualifications

Graduation from high school or equivalent and four years of experience to include: two years of customer service related experience and two years of utility customer service experience. Associates/Bachelor’s degree from an accredited institution may be substituted for 2 years of Utilities Customer Service Experience.

Preference for Veterans:

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.

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.

Important Notes:

Hours per week: 40

Working Hours: Monday – Friday / 8:00am – 5:00pm (Credit and Collections)

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.

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