Customer Service Analyst

Recruitment #1908-CUSVANCPP3-005




Hillsborough County Government provides employees with careers that are both professionally and personally rewarding. With a wide range of independent agencies to choose from, the opportunities within Hillsborough County Government are endless! You are not just an employee within the government, you are an ambassador and business partner making a huge impact within our community that helps shape our future.


Our mission is to provide effective quality service at a reasonable cost with courtesy, integrity and accountability in a manner that protects and enhances the quality of life of our diverse population.


The ideal candidate will have the following:

  • Experience mediating and resolving complex customer service issues and complaints.
  • Skill in the application of supervisory techniques.
  • Knowledge of ordinances, policies and state statutes related to utilities and of other County agencies operations.
  • Knowledge of line maintenance operations, after-hours procedures, meter reading operations, of leak detection methods and customer service best practices.
  • Knowledge of the overall service delivery for PUD and extensive knowledge of the customer information system (CC&B)
  • Ability to use computer and software to quickly and accurately enter data.
  • Skill in excellent written and oral communication and in decision making and working independently
  • Ability to train others in customer service and all components of the Public Utility Water delivery service.


Assists in the delivery of CC&B, business processes and operating systems training to all PUD Department newly hired personnel. Assists in the development and delivery of the call centers' six and twelve week training programs. Provides monitoring and feedback during training and works with supervisors to provide quality assurance to minimize errors during the employees probationary period. Resolves escalated, advanced, or complex customer service matters in the call center CRM program. Applies heightened judgment and decision-making to elicit and provide advanced information, and to authorize special services. demonstrates exemplary customer service skills to efficiently, effectively, and courteously resolve customer requests, complaints, and needs of escalated, advanced or complex natures. Assists PUD CRM program by demonstrating exemplary customer service skills to efficiently, effectively and courteously resolve customer emergency situations of advanced or complex nature. Coaches, reviews work and assists in the professional development of subordinate personnel. Reviews time sheets and leave requests for approval. Conducts performance reviews for direct reports.


High School Diploma or GED (required); 


Three years as a customer service representative in a call center.


  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals


Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.


  • Employees will be in an office environment in a sedentary position.


Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:

  • Uses office equipment and software to research, investigate, and document advanced or complex customer service matters, and to authorize special services and account adjustments.
  • Resolves issues that require in-depth investigations and diplomacy to prevent or stop escalation.
  • May supervise the work of other staff.
  • Assists supervisor and/or manager in the supervision of customer service representatives, daily customer service activities, and special projects
  • Monitor and report to supervisor/manager any issues with team procedures, work balance, equipment, systems or software that could impact operations, delivery of services, or customer service quality.
  • Refines or develops new procedures or guidelines.
  • Assists in coaching, training, and motivating other representatives on customer service best practices, quality standards, scripts, and procedures.
  • Assists supervisor/manager with performance management by providing input on performance ratings, and identifying achievements and opportunities for improvement.
  • Operates systems and software to review data and schedules.
  • Adjusts assignments based on business needs to ensure effective operations and appropriate distribution of work.
  • Follows up with customers, operations teams, and management to give updates, provide notification or guidance, and request information or feedback.
  • Coordinates with other departments, organization, or service providers to verify information and to obtain or share documentation.
  • Provides customer service support or related duties when required by the Office of Emergency Management.
  • Performs other related duties as required.


    • Knowledge of standard call center operations and customer service best practices.
    • Skill in the use of service-oriented phrases and techniques to achieve resolution.
    • Skill in listening actively to discern customers’ needs.
    • Skill in the application of supervisory techniques.
    • Ability to evaluate information and use good judgment in complex circumstances to determine best course of action.
    • Ability to communicate effectively both orally and in writing.
    • Ability to prioritize the work of a team.
    • Ability to perform accurate computations and verifications of data.
    • Ability to train others in customer service duties.
    • Ability to use computer and software to quickly and accurately enter data.



    We offer much more than the competitive pay you expect. We value our employees and Hillsborough County Government is committed to providing a comprehensive and competitive benefits package. And because we understand that no two people are exactly alike, you can choose what best suits the needs of you and your family.

    • Health Plan: The County pays towards health insurance premiums for all employees. Employees can select from two (2) healthcare plan options. Coverage is effective the first of the month following thirty (30) days of employment.
    • Dental Insurance: Employees are eligible to enroll in the dental coverage and choose from four options: High DMO, Low DMO, a network Open Access Plan, and a PPO. Coverage is effective the first of the month following thirty (30) days of employment.
    • Vision Care: Employees and their dependents are eligible to enroll in the vision coverage. Co-payment coverage includes exams, lens and frame, as well as an allowable contact lens expense. Coverage is effective the first of the month following thirty (30) days of employment.
    • Employee Assistance Program: This program provides all employees and family members with professional, confidential counseling sessions. All employees and dependents are afforded up to six (6) free visits per Plan year. Coverage begins on the first day of employment.
    • Tuition Reimbursement: Employees may be reimbursed up to $1,000 (undergraduate), $2000 (graduate) per fiscal year for classes at an accredited college or university for courses that enhance your ability to perform your current job duties.
    • Holidays: Employees receive up to twelve (12) paid holidays per year.

    Visit our Benefits page for more exciting details.

    Veteran’s Preference:

    Do you qualify for Veteran's Preference? Preference will only be entitled upon initial appointment for eligible veterans and eligible spouses of veterans. Documentation that clearly shows dates of service, campaign awards or medals received, and character of discharge (DD-214 Member-4 or Service-2 copy) to support entitlement to preference must be provided at the time of application.

    Equal Opportunity Employer:

    Hillsborough County Government provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Hillsborough County Government complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

    Hillsborough County welcomes and encourages applications from minorities, veterans, and persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application and testing process. The decision on granting reasonable accommodation requests will be on a case-by-case basis.

    Hillsborough County Government expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Hillsborough County Government’s employees to perform their job duties may result in discipline up to and including discharge

    Hillsborough County is a drug free workplace.

    Response/Recovery Activities:

    Employees are required to participate in response/recovery activities in response to an emergency or natural disaster affecting County operations and/or its citizens. In such situations, every effort will be made to maintain operations, but employees will be assigned to carry out response activities suited to their skills and capabilities. *MON*