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 is seeking a well-qualified individual to fill the position of an ¿Customer Account Analyst¿. This highly responsible position involves customer service, research, analysis and problem resolution. Responsible for providing technical support and public relations assistance to customers, resolving utility issues and ensuring the effective use of available programs and services. The primary function of this role is to support Customer Service Representatives (CSR) and Senior Customer Service Representatives (SCSR) in addressing complaints from residents regarding their accounts and services. This is a lead role, responsible for handling call escalations, conducting work order research, providing training, and overseeing quality assurance.
Work requires independent judgement and initiatives within established guidelines and instructions from a designated supervisor. Performance is evaluated based on accuracy and quality of work through the review of daily activities, written and oral reports and customer feedback.

JOB DESCRIPTION

General Functions:
This highly responsible position involves customer service, research, analysis and problem resolution. Responsible for providing technical support and public relations assistance to customers, resolving utility issues and ensuring the effective use of available programs and services. The primary function of this role is to support Customer Service Representatives (CSRs) and Senior Customer Service Representatives (SCSRs) in addressing complaints from residents regarding their accounts and services. This is a lead role, responsible for handling call escalations, conducting work order research, providing training, and overseeing quality assurance.
Work requires independent judgment and initiatives within established guidelines and instructions from a designated supervisor. Performance is evaluated based on accuracy and quality of work through the review of daily activities, written and oral reports and customer feedback.

Representative Duties/Assignments:

• Supports CSR and SCSR in handling escalated calls, addressing complaints or issues, answering complex inquiries related to customer accounts/services and interpreting County policies and procedures.
• Monitors all activities performed by CSR and SCSR. Runs quality assurance reports and provides correction and coaching as needed.
• Conducts new hire training.
• Creates, researches, investigates, compiles and follows-up on work orders.
• Coordinates work efforts with other sections and/or County departments.
• Logs statistical data from emails and other electronic communication from residents.
• Processes reports such as Certificate of Occupancy and Tax Corrections
• Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

Graduation from high school or equivalent, and five (5) years of experience to include two (2) years of utility experience and three (3) years of customer service ¿ related experience involving direct customer contact either via phone or in person.
An equivalent combination of relevant education and/or experience may be substituted on a year-for-year basis.

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.

• Supports CSR and SCSR in handling escalated calls, addressing complaints or issues, answering complex inquiries related to customer accounts/services and interpreting County policies and procedures.
• Monitors all activities performed by CSR and SCSR. Runs quality assurance reports and provides correction and coaching as needed.
• Conducts new hire training.
• Creates, researches, investigates, compiles and follows-up on work orders.
• Coordinates work efforts with other sections and/or County departments.
• Logs statistical data from emails and other electronic communication from residents.
• Processes reports such as Certificate of Occupancy and Tax Corrections
• Performs other related duties as assigned