Services Online

This highly responsible position involves customer service, research, analysis and problem resolution. Responsible for providing technical support and public relations assistance to customers, resolving utility issues and ensuring the effective use of available programs and services. The primary function of this role is to support Customer Service Representatives (CSRs) and Senior Customer Service Representatives (SCSRs) in addressing complaints from residents regarding their accounts and services. This is a lead role, responsible for handling call escalations, conducting work order research, providing training, and overseeing quality assurance.

Work requires independent judgment and initiatives within established guidelines and instructions from a designated supervisor. Performance is evaluated based on accuracy and quality of work through the review of daily activities, written and oral reports and customer feedback.

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.

• Supports CSRs and SCSRs in handling escalated calls, addressing complaints or issues, answering complex inquiries related to customer accounts/services and interpretating County policies and procedures.
• Monitors all activities performed by CSRs and SCSRs. Runs quality assurance reports and provides correction and coaching as needed.
• Conducts new hire training.
• Creates, researches, investigates, compiles, and follows-up on work orders.
• Coordinates work efforts with other sections and/or County departments.
• Logs statistical data from emails and other electronic communication from residents.
• Processes reports such as Certificate of Occupancy and Tax Corrections.
• Performs other related duties as assigned.

High school diploma or equivalent and five (5) years of experience to include two (2) years of utility experience and three (3) 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.

Ability to communicate effectively in oral and written forms.

Ability to deal with irate customers.

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