Citizen Services Coordinator

Orange County Government; Orlando (FL); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

10 paid holidays

Floating holidays

Longevity bonus

Low-cost medical

Dental and vision

Florida Retirement System

Employee assistance program

Tuition reimbursement

Wellness programs

Paid time off

Family coverage

Job summary

Orange County Government in Orlando, Florida seeks a qualified Citizen Services Coordinator for the Roads & Drainage Division in the Public Works Department. The role involves tracking, evaluating, and resolving public complaints using maps, GIS, and various databases, with independence under supervision.

The position requires an Associate’s degree and 3 years of public-facing experience, plus strong oral and written communication skills.

Qualifications

• Associate degree and 3 years of progressively responsible experience interacting with the public to address roadway and drainage issues.
• Effective oral and written communication skills.
• Experience with GIS, maps, spreadsheets, and database systems is a plus.

Responsibilities

• Provide system to track and resolve public complaints for Roads & Drainage.
• Enter, prioritize, and initiate investigations of complaints; interact with internal/external customers.
• Prepare quarterly reports and maintain manuals and records in the division.

Skills

Public interaction

Oral & written communication

Education

Associate's degree

Tools

GIS

Spreadsheets

Database systems

Job description

Overview

At Orange County Government, we are proud to serve the public with integrity, honesty, fairness, and professionalism. We develop innovative policies and services that impact Central Florida and shape the future of our community. We believe in hiring the very best. Our workplace experience sets us apart and makes us a great place to work. Our goal is to create an environment of exceptional organizational values, customer service standards, and employee satisfaction. Orange County Government is committed to providing equal opportunity in employment and services to all individuals.

Orange County Government in Orlando, Florida is seeking a well-qualified individual to fill the position of Citizen Services Coordinator for the Orange County Roads & Drainage Division, Public Works Department. The selected individual must be able to perform a broad variety of highly skilled assignments related to Roads & Drainage.

Job Description

General Functions

Provides the Roads & Drainage Division with a system for tracking and resolving public complaints and concerns. Enters, evaluates, prioritizes, initiates investigations of, tracks, and helps resolve public complaints. Characteristics of the work include, but is not limited to, interaction with internal / external customers both verbally and via emails, ability to use maps, plats, GIS, spreadsheets and various database systems for inventory control and archives. Sustain the County’s Records Management program for maintaining control of archived documents. Manage the Adopt-a-Highway Program and Public Records Requests for the division. Support the Research Section in updates to the Document Management (DM) system. Update factsheets, manuals, and reports of Roads and Drainage infrastructure. Work is performed with considerable independence under the direct supervision of an assigned supervisor.

Representative Duties / Assignments

• Manages the Adopt-a-Highway Program and Public Records Requests for the division
• Responds to requests from citizens, prepares written responses to inquiries and conducts field visits as required
• Assists staff with data research pertaining to the maintenance of roadway and secondary drainage issues
• Conducts annual property inventory for computers in the Division
• Maintain Section Manuals, such as the Open Non-Maintained Roads report, Bridges manual and Surplus Property report.
• Maintain the CD Library inventory
• Scan, index and upload documents into the Document Management database
• Review County GIS system to determine County interests (easements, parcels, etc.)
• Perform data entry into database.
• Prepare Quarterly Reports, and Other Reports, As Assigned
• File, inventory, and submit documents for archival (Total Recall)
• Participate in emergency preparedness and response activities during adverse weather events
• Performs Other Related Duties As Assigned.

Minimum Qualifications

• Requires an Associate's degree and three years of progressively responsible experience interacting with the public to include research and resolving problems in roadway and drainage related issues and/or resolving problems through customer service or an equivalent combination of training, education and experience.
• Must possess effective oral and written communication skills.

Preferences

• Proficient with Microsoft Office applications (Word, Excel, PowerPoint, Adobe) and standard office equipment.
• Strong organization, customer service and communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.

Application Deadline

Open Date: 09/02/2026

Close Date: 09/20/2026

This posting is subject to close without prior notice.

Salary Information

Pay Grade: 013 - From $21.51 to $27.96

FLSA Status: Non-Exempt

Placement based on Education and Experience

Benefits

• 10 paid holidays and up to 2 floating holidays annually.
• 18 days paid time off per year.
• Longevity bonus based on years of service.
• 6 days of paid TERM (sick) time annually.
• Low-cost medical, dental, vision, additional life insurance.
• Free basic life, long term disability, and employee assistance for all the family members effective on day one.
• Participation in the Florida Retirement System.
• Employee assistance program includes multiple free one on one sessions with licensed counselors and online tools for legal advice, financial planning, personal life balance, etc.
• Free access to Wellworks gyms and Orange County Recreation Centers.
• Free onsite wellness coaching, including dietician and nurse.
• Tuition reimbursement program.
• Earn service time to forgive student loans.

Disclaimer: Benefits may vary for employees under collective bargaining agreements.

For more information on Benefits visit - https://www.ocfl.net/EmploymentVolunteerism/EmployeeBenefits.aspx

Veterans Preference

If you are claiming Veterans' Preference, you are responsible for providing the required eligibility documentation by the closing date of the posting.

If you are a current employee returning from active military service, you may be eligible for promotion preference if the active military service qualifies for Veterans' Preference. Please note that Veterans' Preference applies only to a Veterans' first promotion after reinstatement or reemployment, without exception.

Educational Requirements

If your education was obtained in the United States, the County recognizes degrees or diplomas which are accredited by an agency recognized by the United States Department of Education (USDE) or the Council for Higher Education Accreditation (CHEA). If you have obtained education from a country other than the United States, your degree or diploma must be evaluated to determine the United States equivalency by a member of the National Association of Credential Evaluation Service (NACES) or the Association of International Credentials Evaluations (AICE) at your expense.

Address

• Department: Public Works
• Division: Roads and Drainage
• Location: Public Works Complex
• 4200 S. John Young Parkway
• Orlando, FL 32839

Notes

Working hours are Monday through Friday 7:00 a.m. - 3:30 p.m.

Position is in the Research Section

Selected candidates will be required to provide employment references and will be required to complete a pre-employment drug, physical and background check.