Customer Account Analyst

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

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.

• 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.

Preferences

• Proficient in various Microsoft 365 programs such as Outlook, Word and Excel and advanced proficiency in other related Utilities programs.
• Ability to communicate effectively in oral and written forms.
• Ability to deal with irate customers.
• Knowledge of Property Appraisals, Tax Collection, Building Department programs, and familiarity with Orange County Utilities policies and procedures.
• Experience in training and onboarding new employees, including developing and delivering orientation programs and ongoing training initiatives.
• Proven ability to ensure quality assurance through staff supervision, performance evaluations, and adherence to organizational standards and procedures.

Application Deadline

Open Date: 03/11/2026

Close Date: 03/15/2026

This posting is subject to close without prior notice.

Salary Information

Pay Grade: 012 - From $19.94 to $25.66

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

Customer Service Dvision

9150 Curry Ford Road

Orlando. Fl 32825

Notes

Hours: 40

Work schedule: Monday ¿ Friday / 9:30am ¿ 6:30pm

(standby and overtime as needed)

Selected candidates will be required to provide employment references and will be required to complete a pre-employment drug, physical and background check.