Service Center Specialist

Orange County Government; Orlando (FL); On-site; USD 27,000 - 36,000; Full time

Benefits offered by this job

Paid holidays

Vacation time

Health insurance

Retirement benefits

Tuition reimbursement

Job summary

Orange County Government is seeking a customer service professional to respond to citizens, route inquiries, and coordinate service requests. You will handle calls, manage documentation, and work with county resources to resolve issues quickly.

The role requires an associate degree in Communications, Business or related field and at least 1 year in a call center or equivalent, with the ability to obtain the 311 Internal Certification within 6 months.

Qualifications

• Associates Degree in Communications, Business or a closely related field and one year of experience in a Customer Service Contact Center or equivalent.
• In lieu of the degree, additional relevant experience may be substituted on a year-for-year basis.
• Must successfully complete and maintain the 311 Internal Certification within six months of hire.

Responsibilities

• Answers and directs incoming calls to appropriate sources.
• Facilitates front-end documentation for service requests and work orders.
• Coordinates with other Orange County resources to assist citizens with problems.
• Retrieves and responds to voicemail messages left during non-business hours.
• Prioritizes calls and coordinates resolution of complaints.
• Uses digital tools to manage website portal, email, chat, and the Smartphone app.

Skills

Customer service

Communication

Problem solving

Phone etiquette

Education

Associate degree in Communications, Business or related field

Tools

Microsoft Office

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.

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.

Job Description

General Functions

Responds to Orange County citizens by facilitating a convenient way to access information, process referrals and perform problem-coordination functions. Work is performed with independence under the direction of the Call Center Supervisor and is reviewed on a regular basis through observation and results achieved.

Representative Duties/Assignments

• Answers and directs incoming calls to appropriate sources. Acts as the information and referral source.
• Facilitates front-end documentation for service requests and work orders.
• Coordinates with other Orange County resources to assist citizens with problems.
• Retrieves and responds to voice mail recorded messages left during non-business hours.
• Provides research and call-back routines when appropriate.
• Prioritizes incoming calls, conducts the proper handling of service requests, and the coordination and resolution of complaints.
• Generates, records, processes and transmits information from different electronic activities such as our website portal, email, chat and the Smartphone application.
• Uses technical tools to accurately identify jurisdictions, locate addresses, and gather necessary information.
• Serve as Emergency Essential employee by disseminating information to the public before, during and after an emergency or disaster.
• Participates in special events providing educational materials to the public.
• Participates in Quality Assurance evaluations and activities.
• Provides excellent customer service, oral communications skills and strong interpersonal relations.
• Performs other duties as assigned.

Minimum Qualifications

Associates Degree in Communications, Business or a closely related field and one year of experience in a Customer Service Contact Center or, an equivalent combination of relevant education, training, or experience. In lieu of the degree requirements additional relevant experience may be substituted on a year for year basis. Must successfully complete and maintain the 311 Internal Certification within six (6) months of hire.

Preferences

Basic/Intermediate knowledge of Microsoft Office Products (Word, Excel and Outlook).

Application Deadline

Open Date: 10/21/2026

Close Date: 10/30/2026

This posting is subject to close without prior notice.

Salary Information

Pay Grade: 012 - From $19.94 to $26.43

FLSA Status: Non-Exempt

Placement based on Education and Experience

Benefits

• 10 paid holidays including 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 Orlando Magic gyms for the whole family, free access to County Wellworks gyms.
• Free onsite wellness coaching, including dietician and nurse.
• Tuition reimbursement program.
• Earn service time to forgive student loans.

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. Please scan and upload a copy of your cover letter and supporting documents, to Orange County Human Resources Division via the secure Box.com folder.

Your cover letter should include the Job ID number you are applying for, the title of the position, your full name and the last 4 digits of your social security number. *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

f 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

2450 W. 33rd St., Orlando, FL 32839

Notes

Selected candidate will be required to successfully complete the pre-employment drug, physical and background check.