Contact Center Representative - Spanish/Bi-lingual- (Customer Service)
OUC – The Reliable One, an industry leader as the second largest municipal utility in Florida, is looking for qualified individuals to be part of our growing team. We are looking for self-motivated, creative professional who can assist with achieving our vision of being an innovative solutions leader and the partner of choice. Call center representatives support our mission to provide exceptional value to our customers and community through the delivery of sustainable and reliable services and solutions.
OUC is seeking customer service representatives to provide a high level of customer service in our residential contact center. Bilingual - Business level Spanish, Portuguese, and Creole is highly preferred.
Contact Center hours are 6:55am - 6pm, shift for these positions is anticipated to be 9am-6pm. Location is Gardenia Avenue, Orlando. Candidates who are considered for these positions, will partake in online assessments, telephone and video interviews as part of the selection process.
Currently the role is a work from home environment and it is required to have acceptable computer skills, reliable Wi-Fi access with internet connection and a dedicated work space. The expectation is to be fully available to transition back to the workplace in a near future;
All selected candidates will be required to sign a temporary remote work agreement.
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:
o Call center operations;
o Customer service practices and principles;
· Familiarity with all, but not limited to the following:
o Software Application (i.e. Customer Information System (CIS) such as PSERM or CC&B);
o Equipment (i.e. Hands-free communication headset)
o Related industry, organizational and departmental regulatory guidelines, best practices, and procedures;
· Ability to:
o Multitask in a fast-paced environment;
o Clearly articulate information to customers over the phone;
o Handle confidential customer information in an ethical manner;
o Utilize job aides and other resources to assist customers;
o Make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages;
o Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment
(telephone, computer, copier, etc.).
Education/ Certification/ Years of Experience Requirements:
· Bilingual in Spanish highly preferred
OR Portuguese OR Haitian Creole, to include speaking, reading, and writing at a business level (preferred)
· 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
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.).
Rate of Pay: approximately $15.00 Hourly (may vary based upon directly related experience)
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.
OUC Offers a competitive compensation & benefits package which includes paid medical program for employee, free life insurance, hybrid retirement package, paid vacation, holidays, and sick time.
