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Company Name : Orlando Utilities Commission
Location : Orlando, FL
Position : Customer Service Call Center Representative Hiring Event
Job Description : Customer Service Call Center Representative Hiring Event
Tuesday, April 12th, 2022
OUC – The Reliable One, an industry leader and the second largest municipal utility in Florida committed to serving the community and the environment is hosting a hiring event for our amazing contact center department.
We are looking for exceptional customer service-driven Call Center Representatives to join our fun and dedicated Customer Experience & Sales division team.
Are you looking for a new career opportunity with a well-established employer with opportunities to learn and grow? Apply Now!
We provide paid classroom and on-the-job training to teach you everything you need to know to be successful.
How our Hiring Event Works:
Complete and submit an online application
Candidates who meet the minimum qualifications will be advanced to the next step in the selection process and will be invited to our hiring event
Candidates selected for a position will receive a contingent job offer within 24 – 48 hours from the interview
Schedule: The contact center operates Monday – Friday, 7:00 am – 6:00 pm. Upon completion of training, your schedule will be one of several shifts supporting these hours of operation.
Training will be scheduled Monday – Friday, 8:00 am – 5:00 pm
Our Benefits – to cite a few:
Competitive weekly pay & day work schedule
No late evenings – No weekends
Paid classroom and on the job training
Very low cost medical/dental benefits and paid life insurance premiums with no probationary period
Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
Generous paid vacation time, holidays, and sick time
Tuition assistance
Paid memberships in professional associations
Click here to view our Benefits Summary.
Pay Rate: $17.25 per hour ($35,880 yearly estimated) and $18.26 after 6 months ($37,980 yearly estimated).
Work location: Gardenia Avenue, Orlando.
The ideal candidate will have:
High School Diploma or GED; Associates Degree or higher from an accredited college or university may substitute for one (1) year of the below experience
3+ years of customer call center experience or direct customer service experience
Experience with handling higher-order requests such as servicing accounts, processing payments, investigating account issues, complaint-resolution
Bilingual in Spanish OR Portuguese OR Haitian Creole, to include speaking, reading, and writing (a plus)
Previous utility experience highly considered
Please see below a complete Job description for this position.
Job Purpose:
Responsible for handling a variety of aspects related to a customer’s inquiry and account management, including, but not limited to initiating and terminating a customer’s account, processing a payment arrangement, updating an account with proper notes, resolving billing issues, creating and explaining adjustments, high bill counseling, etc. Serve as a liaison between OUC and its current and potential customers. Accept ownership for effectively handling customer issues, complaints and inquiries over the phone, and keeping customer satisfaction at the core of every decision and behavior.
Primary Functions:
Confer with customers to provide routine information about utilities products or services, take or enter orders, or obtain details of complaints;
Resolve customer’s service or bill-related concerns by ordering appropriate investigations for concerns and/or tests that would determine the causes of product malfunctions as reported by customers;
Use Customer Information Systems (i.e. PSERM, CC&B) to update and keep accurate records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken;
Refer unresolved customer grievances to designated departments for further investigation;
Transfer customer calls to the appropriate department when call concerns matters other than customer service;
Refer customers needing to make payments to the methods available (i.e. payment phone line, OUC website, authorized payment centers)
Identify customers’ needs, clarify information, research every issue, and provide solutions and alternatives;
Handle sensitive situations and challenging customer inquiries via the telephone; explain company policies and procedures to internal and external customers;
Develop a familiarity with different aspects of OUC’s Customer Service organization through cross-training and exposure to various tasks or functions;
Handle returned correspondence and billing;
Meet personal/team quantitative and qualitative goals set by management;
Perform other duties as assigned.
Education/ Certification/ Years of Experience Requirements:
High School Diploma or GED
Minimum of three (3) years of customer call center experience or direct customer service experience handling higher-order requests such as servicing accounts, processing payments, investigating account issues, etc.
Associates Degree or higher from an accredited college or university may substitute for one (1) year of the above experience
Bilingual in Spanish OR Portuguese OR Haitian Creole, to include speaking, reading, and writing (preferred)
Technical Requirements:
Working knowledge of all, but not limited to the following:
Call center operations;
Customer service practices and principles;
Familiarity with all, but not limited to, the following:
Software Application (i.e. Customer Information System (CIS) such as PSERM or CC&B);
Equipment (i.e. Hands-free communication headset)
Related industry, organizational, and departmental regulatory guidelines, best practices, and procedures;
Ability to:
Multitask in a fast-paced environment;
Clearly articulate information to customers over the phone;
Handle confidential customer information in an ethical manner;
Utilize job aides and other resources to assist customers;
Make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages;
Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).
OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.
This post is listed Under Florida jobs
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