Call Center Representative (Bilingual in Spanish preferred)

Call Center Representative Hiring Event

Tuesday August 6, 2024

OUC - The

Reliable

One

, an industry leader and the second largest municipal utility in Florida committed to serving the community and the environment is excited to announce a hiring event for our dynamic contact center team!

We are seeking passionate and customer-focused

Call Center Representatives

to become a part of our vibrant Customer Experience & Sales division.

Are you ready for a rewarding career with a respected employer that offers growth and learning opportunities?

Apply Now!

Enjoy comprehensive paid training, including classroom instruction and hands-on experience, to equip you with all the skills you need for success.

How our Hiring Event Works:

Submit Your Application:

Complete and submit an online application.

Selection Process:

Candidates who meet our criteria will be invited to the hiring event.

Contingent Job Offers:

Successful candidates will receive a contingent job offer within 24-48 hours after 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 start date:

September 16, 2024

Training will be scheduled Monday – Friday, 8:00 am – 5:00 pm

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 to include speaking, reading, and writing (a plus)

Previous utility experience highly considered

Our Benefits - to cite a few:

Competitive weekly pay & day shift 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 available from hire date

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. (https://www.ouc.com/docs/human-resources-documents/benefits_summary.pdf)

Pay Rate:

$18.42 per hour

Work location:

3800 Gardenia Ave, Orlando, FL 32839

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.

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.).

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)

Working Conditions:

This job is absent of disagreeable working conditions. This job is performed in an office work environment.

Physical Requirements:

This job includes constant speaking/hearing, writing/typing, and detailed inspection. This job requires very frequent sitting. There may be occasional standing, walking, and lifting up to twenty (20) lbs.

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

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EOE M/F/Vets/Disabled

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