Customer Service Specialist

Solid Waste Division Customer Service Representative

Administrative work providing customer service to the public in support of the Solid Waste Division. Responsible for providing customer service in person, by telephone, and email in a professional and timely manner regarding solid waste. This position requires a high degree of accuracy and attention to detail.

Salary will be determined depending on qualifications of candidates who exceed the minimum requirements as outlined within the job description. Additional compensation based on licensure.

Provide customer service effectively and efficiently through use of techniques focusing on proactive service by adding value to each call. Strives to resolve the problem on the first call, with minimum transfers.

Answer customer questions, investigate, and resolve complaints pertaining to solid waste issues by reviewing, analyzing, providing, adequate information, and generating tickets as needed.

Enters solid waste complaints into the hauler complaint system.

Provides residents with information regarding solid waste policies, including for the landfill and the central transfer station facilities. Also provides information regarding curbside collection policies.

Maintains databases, files, and documents, as well as tracking requests for services.

Ability to work within a team, resolve complex problems, participate in cross-training, and ensure function coverage.

Ability to perform inspections of contractor vehicles, which may require climbing into and out of the cab of garbage collection trucks, and conduct audits of contractor performance on residential garbage collection routes.

Ability to handle large volumes of customer service calls and emails, especially after hurricanes and other disasters.

Performs other work as required.

In event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.

High school diploma or GED and three (3) years' experience in an office environment providing customer service. A comparable amount of education, training, or experience may be substituted for the minimum qualifications.

Must have excellent professional verbal communication skills, as well as excellent customer service skills. Knowledge of business English, spelling, punctuation, and general office processes. Skilled in the operation of a personal computer and other office equipment. Knowledge of Windows, Outlook, Works, Excel, and Microsoft Word required. Working knowledge of Sun Gard Naviline System is a plus.

Ability to communicate effectively with solid waste customers both in person, by telephone, and written correspondence via email; understand pertinent procedures and functions quickly and use good judgement in interpreting and applying them to a variety of circumstances under moderate supervision; analyze and evaluate data; maintain accurate records; speak clearly and concisely.

Must possess and maintain a valid Florida Driver's License.

All employees must attend Seminole County Required Trainings. Department specific trainings per position may be required.

County-paid benefits for employees. Competitive wages. Paid time off. Paid holidays. Bereavement leave. Florida retirement system. Employees assistance program. Training and development program. Employee awards and recognition. Wellness center. Health insurance. Life insurance. Long-term disability. Optional benefits (employee-paid) for full-time employees: deferred compensation plan (457), dental insurance, additional life insurance, short-term disability insurance, cancer and specified disease, flexible spending account, pre-tax payroll deductions.