Call Center Representative I

Call Center Representative Hiring Event

Tuesday January 13, 2026

OUC - The Reliable One - is excited to host a hiring event for Call Center Representatives to join our dynamic Customer Experience & Sales division. At OUC, we don't just work - we're building a bright future of innovation, service, and transformation for generations to come.

We're looking for passionate, customer-focused professionals who thrive in a fast-paced environment and are dedicated to delivering exceptional service. If you're ready to grow your career with a respected employer that values learning, development, and people-first thinking - apply today!

Enjoy comprehensive paid training that includes classroom learning and hands-on practice to fully prepare you for success.

How Our Hiring Event Works

• Submit Your Application: Complete and submit your online application.
• Selection Process: Candidates who meet the qualifications will be invited to the hiring event.
• Contingent Job Offers: Candidates selected during interviews will receive a contingent job offer within 24-48 hours.

Work Schedule

• Our Contact Center operates Monday-Friday, 7:00 a.m. - 6:00 p.m.
• After completing training, your schedule will fall within these operating hours.
• Hybrid schedule after training: 3 days in office (to include Tuesdays and Thursdays) and 2 days remote

• Training Schedule: Monday-Friday, 8:00 a.m. - 5:00 p.m.

Work Location

This position may be assigned after training to any of OUC's three Orlando locations upon completion of training: Downtown Orlando (100 W. Anderson St.), Gardenia Center (3800 Gardenia Ave.), or Pershing (6003 Pershing Ave.).

Why You'll Love Working Here - A Few Highlights

• Competitive weekly pay & stable day shift schedule
• No late evenings or weekends
• Paid classroom and on-the-job training
• Very low-cost medical and dental benefits, plus paid life insurance (effective on hire date)
• Robust Retirement Program, including a cash balance account with employer match and a health reimbursement account
• Generous paid vacation, holidays, and sick time
• Tuition assistance
• Paid memberships in professional associations

Click here to view our Benefits Summary.

The Ideal Candidate Will Have:

• High School Diploma or GED
  • An Associate degree or higher may substitute for one (1) year of experience
• 3+ years of customer call center or direct customer service experience
• Experience with higher-level service tasks such as:
• Servicing accounts
• Processing payments
• Investigating account issues
• Navigating complaint resolution
• Bilingual skills in Spanish (speaking, reading, and writing) are a plus
• Previous utility industry experience is highly valued

Pay Rate: $19.074 per hour

Work location: 3800 Gardenia Ave, Orlando, FL 32839

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.

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)

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.).

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.

EOE M/F/Vets/Disabled