Customer Service Analyst- Solid Waste

Job Overview

This position is responsible for resolving escalated, advanced, or complex customer service trends or issues in call centers, offices, and intake areas.   Responsibilities include collection of customer feedback, analyzing data, and creating reports for the customer contact center to ensure workforce optimization and excellent customer experience.

Salary

$36,732 - $66,185

Ideal Candidate

The Hillsborough County Solid Waste Management Department is seeking a detail-oriented Customer Service Analyst with strong analytical skills and proven experience handling high-volume customer inquiries in a policy-driven environment. This role requires the ability to review and interpret service data, apply county policies consistently, and clearly communicate outcomes to residents, contractors, and internal partners, often in emotionally charged situations.

The ideal candidate is confident managing multiple priorities, documenting interactions accurately, and de-escalating customer concerns while maintaining professionalism and fairness. This position requires independent decision-making, sound judgment, and collaboration within a fast-paced public service environment. Proficiency in Microsoft Outlook, Excel, and Word is required. Bilingual skills are desirable but not required.

Benefits

Click HERE to view our Benefits at a glance

• Generous PTO & Holiday Plan

• Health Plans

• Health Savings Account

• Dental & Vision Plans

• Employee Assistance Program (EAP) 

• Healthcare Flexible Spending Account

• Dependent Care Flexible Spending Account

• Tuition Reimbursement

• Cafeteria Benefit

• Life Insurance

• Short & Long-Term Disability Insurance

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the 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.

Duties and Responsibilities

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, dashboards and software to research, investigate, and document advanced or complex customer service matters, and to authorize special services and account adjustments. 
• Uses timely data and reporting so call queues and assignments can be adjusted dynamically based on business needs to ensure effective contact center operations and work force optimization.
• 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 p