Customer Service and Contract Manager

Seminole County/Board of County Commissioners•200 West County Home Road (Above Wellness Center) Sanford, FL

About The Position

Performs professional and administrative work and provides support to the Director and Division Manager in the coordination, monitoring, and administration of Seminole County's residential solid waste collection contracts. Provides operational leadership for the Environmental Services customer service program. Salary will be determined depending on qualifications of candidates who exceed the minimum requirements as outlined within the job description. Additional compensation based on licensure.

Requirements

Associates degree and three (3) years of customer services experience
One (1) year of supervisory experience is preferred.
A comparable amount of education, training, or experience may be substituted for the minimum qualifications.
Must have excellent verbal communication skills, as well as excellent customer service skills.
Knowledge of Business English, spelling, punctuation, and general office processes.
Skilled in typing correspondence, reports, and summaries according to appropriate procedures for assigned office.
Skilled in the operation of a personal computer and other office equipment.
Knowledge of Windows, Outlook, Works, Excel, and Microsoft Word required.
Must possess and maintain a valid Florida Driver’s License.
All employees must attend Seminole County Required Trainings.
Department Specific trainings per position may be required.

Nice To Haves

Contract management experience, particularly in solid waste, is preferred.
Familiarity with the SunGard/Naviline Customer Accounting System is preferred.

Responsibilities

Directly supervise, train, mentor, assist, and coordinates activities of the Environmental Services customer service staff.
Responsible for identifying areas of improvement in customer service, establishing and communicating service metrics; monitoring and analyzing results.
Plans, prepares, and devises daily work schedules, according to workloads.
Investigate customer’s problems and find solutions.
Resolves and responds to more complex customer issues and inquiries.
Interprets and communicates work procedures and policies to staff, both County and Departmental.
Develops and updates new procedures for review, approvals, and implementation.
Communicate professionally with customers via phone, email, or letter.
Makes recommendations to management concerning staff and improvement of procedures.
Works with management on customer service initiatives.
Ensures proper operation of the County owned and operated the hauler complaint system.
Administer and coordinate residential curbside solid waste collection contracts for all designated service areas within Seminole County.
Serve as the primary liaison between Seminole County and contracted residential collection haulers.
Monitor contractor performance to ensure compliance with all contractual service requirements, performance standards, and applicable County policies.
Review, investigate, and evaluate contractor performance issues and determine appropriate corrective actions and assessment of liquidated damages or fines monthly.
Analyze contractor responses to complaints, investigations, and performance deficiencies and determine compliance with contractual obligations.
Review all customer service requests and service tickets for completeness, accuracy, and proper categorization prior to contractor notification.
Manage and resolve escalated resident concerns regarding missed collections, damaged carts, recycling bins, yard waste, bulk waste, service quality, and other collection-related issues.
Coordinate resolution of resident concerns while maintaining high levels of customer satisfaction.
Administer and coordinate the County's Bear-Resistant Container Grant Program, including eligibility review, coordination, and record keeping.
Conduct field inspections of residential collection routes, neighborhoods, contractor yards, and collection vehicles to verify compliance with contractual standards.
Audit collection routes and service areas to evaluate operational efficiency, service quality, and contractor performance.
Review inspection findings and recommend corrective actions when deficiencies are identified.
Conduct regular meetings with contracted haulers to review performance metrics, operational concerns, customer service trends, and compliance issues.
Prepare agendas, maintain meeting records, and track follow-up actions from quarterly contractor meetings.
Develop and maintain effective professional relationships with contracted haulers while ensuring consistent enforcement of contract requirements.
Maintain comprehensive knowledge of residential solid waste franchise agreements and ensure consistent interpretation and application of contract provisions.
Assist in the development, preparation, and evaluation of Requests for Proposals (RFPs), contract specifications, amendments, and procurement documents for future residential solid waste collection services.
Assists Solid Waste Division Manager in all Disaster Debris Management events.
Ability to perform all the functions of a Customer Service Specialist when necessary.
Performs other work as required.
In event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.