Services Online

This position is responsible for handling complex and advanced customer service processes and programs related to water, wastewater, garbage and recycling services, ensuring efficient and effective resolution. Assists Customer Service Representatives with escalated issues and provides guidance on interpretating County policies and procedures. Directs customer interaction through phone, email, and in-person interactions.

Work requires independent judgment within established guidelines and is performed under the general supervision of a designated supervisor. Performance is evaluated based on accuracy and achievement of desired results in providing customer service.

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.

• Completes requests to start, and/or stop Water, Wastewater, or Irrigation services.
• Opens Utility accounts including handling account holder identification.
• Provides account financial status to customers, including past due, collections and severance information.
• Interprets and explains customer billing including rates, customer account policies, and charges required based on service provided.
• Educates and provides process for self-pay procedures via web portal and automated phone system.
• Reviews and assists with in depth billing or usage inquiries including high bill concerns and high use troubleshooting.
• Creates and updates Maximo work orders to track issues and residents; concerns. Investigates work order issues and contacts relevant parties to resolve them.
• Creates needed Meter Services field activities and orders.
• Researches properties to verify if Orange County is the provider or educates customers on who the provider for their area is for both Water and Solid Waste.
• Communicates with leadership, and other departments as needed to resolve customer and account issues.
• Manages the distribution of work orders, requests, and inquiries received through inboxes and work order management systems ensuring timely and efficient responses.
• Trains Customer Service Representatives and other team members as needed.
• Performs other related duties as assigned.

Solid Waste/Mandatory Refuse

• Processes curbside collection complaint work orders and online support requests. Conducts GPS audits to ensure positive service verification.
• Updates work orders throughout the day with the hauler provided communication. Performs quality check on work orders prior to submitting batch reports to each contract hauler zone.
• Addresses all cart related issues. Researches, compiles, and follows-up on cart deliveries and repairs in Maximo/Cart Management System. Create work orders from the Online Roll Cart Form.
• Processes applications, correspondence, and license/registration renewal of commercial haulers and recyclers.

Credit and Collections

• Contacts next of kin for deceased customers to transfer account and to clear balances.
• Calls customers to advise of pending disconnections and on stopped accounts with remaining final balance. Responsible for Investigations for dispute of charges.
• Determines balances for customers and coordinates a back dated start for the appropriate customer. Reviews leases to determine if service can be started.

Meter

• Monitors radio calls from Meter Readers, Field Representatives and Utility Service Specialists and creates work orders based upon feedback from field personnel.
• Reviews work orders to ensure that completed orders are closed out properly to mitigate errors. Conducts research into why orders have not been closed.
• Dispatches field activities to Field Representatives to remove locks, reread meters, start, stop, and reconnect service. Dispatches emergency audits to the Service specialists.

Billing

• Completes various adjustments to residential and commercial accounts including the installation of new sod, repairs for leaks on the property, unexplained reasons and pool fills.
• Exports and evaluates Maximo's CODE 2/3 tracking report to implement billing adjustments to customer accounts.
• Oversees the adjustment email in-box to evaluate requests for adjustments. Assigns the adjustment requests to members of the adjustment team.
• Reaches out to customers to inquire about the missing information related to adjustment forms and receipt documentation. Informs customers on adjustment request status and answers adjustment request related questions through phone and/or email communication.

High school diploma or equivalent and two (2) 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.

Proficient in various Microsoft 365 programs such as Outlook, Word and Excel and advanced proficiency in other related Utilities programs.

Solid Waste/Mandatory Refuse

Knowledge of Property Appraisals, Tax Collection, Building Department programs, and familiarity with Orange County Utilities policies and procedures.