Sr Customer Service Field Representative

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 Solid Waste Division oversees the contract for curbside collection of garbage, yard waste, and recyclable materials for over 230,000 residential homes in Orange County, and the operation and maintenance of the Orange County Landfill, two transfer stations, and recycling processing operations. The landfill is the largest publicly owned and operated landfill in the state of Florida.

The Solid Waste Division is looking for a qualified individual to fill the position of "Sr. Customer Service Field Representative". This position is responsible for performing field work reviewing, resolving, and submitting reports on customer issues and contract/franchise hauler operations. Assistance on the Recycling Quality Improvement Program.

• This role will be working outside in the field all day, every day. It requires extensive driving, walking and picking up trash.**

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

• This role will be working outside in the field all day, every day. It requires extensive driving, walking and picking up trash.**
• Answering hotline calls and resolving customer/franchise hauler complaints.
• Conduct GPS audits to verify service completion and ensure positive service confirmation.
• Coordinate daily operations of Customer Service Field Representatives, including routing assignments, ensuring availability of necessary supplies and equipment, monitoring completion of daily tasks, and prioritizing workloads during peak periods, and staff shortages.
• Creates spreadsheets, graphics, and other statistical reports.
• Investigates and resolves customer service inquiries concerning recycling, garbage, yard waste and large items.
• Assist field representatives with resolving escalated customer concerns and interpreting County policies, residential garbage collection contracts, and departmental procedures.
• Completes daily checks on the Kronos system for accuracy of input of Field Representatives. Plan and monitors vacation requests and issues attendance/tardiness occurrences.
• Maintain inventory of assigned vehicles, laptops, cell phones, supplies, and other equipment.
• Oversee vehicle maintenance schedules, ensuring daily vehicle inspections are completed and any identified issues are promptly addressed.
• Provide input to supervisors regarding employee performance for semi-annual and annual evaluations; assist in candidate interviews and participate in planning and facilitating monthly staff meetings.
• Prepare professional correspondence, including memoranda, letters, and reports for internal and external customers and contractors.
• Train new employees and monitor their progress; provide coverage for Customer Service Field Representatives during absences.
• Coordinate and participate in community education and outreach initiatives.
• Works independently
• Performs other duties as assigned.

Minimum Qualifications

Graduation from high school or equivalent, with 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 conditions.

Must possess oral and written communication skills to be able to communicate effectively with staff and the public to explain County and Department policy and procedure.

Preferences

• Proficiency in Microsoft 365 applications, including Outlook, Word, and Excel.
• Supervisory experience
• Utility and billing background
• Phone and handheld radio communication skills
• Customer service experience
• Ability to type at a rate of 20 correct words per minute

Application Deadline

Open Date: 02/13/2026

Close Date: 02/16/2026

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

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

Solid Waste Division

5901 Young Pine Road

Orlando FL 32829

Notes

Hours per week: 40

Schedule: 8:00am to 5:00pm Monday ¿ Friday* to include early mornings, evenings, weekends, and holidays.

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