Customer Service Field Representative

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, as well as 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.

About the role

This position is responsible for performing field work reviewing, resolving, and submitting reports on customer issues and contract/franchise hauler operations. The role involves assisting with the Recycling Quality Improvement Program and requires working outside in the field all day, every day, with extensive driving, walking, and occasional trash pickup.

Responsibilities

• Provide information on and interpretation of County ordinances and policies to resolve customer and contractor Solid Waste service issues.
• Answer hotline calls and resolve customer/franchise hauler complaints.
• Read and understand GPS maps to conduct field investigations.
• Create spreadsheets, graphics, and other statistical reports.
• Inspect residential recycle carts and provide a tag with necessary feedback.
• Inspect and record data of all recycling loads delivered to McLeod Transfer Station and/or MRF (Material Recovery Facility).
• Investigate and resolve customer service inquiries concerning recycling, garbage, yard waste, and commercial recycling.
• Prepare memos, letters, and reports for internal and external customers.
• Participate in community education and outreach events.
• Maintain daily database records.
• Manage multiple projects effectively.
• Work independently.
• Perform other related duties as assigned.

Requirements

• Graduation from high school or equivalent.
• Three years of public contact experience.
• Possession and maintenance of a valid Florida Driver’s license.
• Ability to work outdoors in inclement weather.
• Strong oral and written communication skills to effectively explain County and Department policy and procedure.

Preferences

• Experience using Microsoft Office.
• Ability to type at a rate of 20 correct words per minute.

Pay

Pay Grade: 011 - From $19.00 to $24.12 per hour (FLSA Status: Non-Exempt). Placement based on education and experience.

Benefits

• 10 paid holidays and 2 floating holidays annually.
• 18 days of 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, and additional life insurance.
• Free basic life, long-term disability, and employee assistance for all family members (effective on day one).
• Participation in the Florida Retirement System.
• Employee assistance program, including multiple free one-on-one sessions with licensed counselors and online tools for legal advice, financial planning, and personal life balance.
• Free access to Wellworks gyms and Orange County Recreation Centers.
• Free onsite wellness coaching, including dietitian and nurse services.
• Tuition reimbursement program.
• Earn service time to forgive student loans.

Schedule

40 hours per week, typically 8:00 AM to 5:00 PM, with occasional weekends and holidays.