| Location | Sanford, FL |
| Salary | $46,313.70–$60,207.81 Per Year |
Customer Service and Contract Manager
Salary
$46,313.70 - $60,207.81 Annually
Location
200 West County Home Road (Above Wellness Center) Sanford, FL
Job Type
Full Time Employment
Job Number
2026-03881/25091
Department
UT Business Office
Opening Date
08/07/2026
Closing Date
8/21/2026 11:59 PM Eastern
Description
Performs professional and administrative work and provides support to the Director and Division Manager in the coordination, monitoring, and administration of Seminole Countys 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.
Essential Functions
Note: These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.
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 Countys 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.
Additional Duties:
Performs other work as required.
In event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.
Minimum Qualifications
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.
Additional Requirements
Must have excellent verbal communication skills, as well as excellent customer service skills.
Contract management experience, particularly in solid waste, is preferred.
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.
Familiarity with the SunGard/Naviline Customer Accounting System is preferred.
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.
County-paid benefits for employees
Competitive Wages: Our compensation system includes competitive hiring salaries.
Paid Time Off: New full-time employees accrue 20 days per year of Paid Time Off (16 days for 24-hour shift personnel). New part-time employees accrue 83 hours per year of Paid Time Off. Accrual rates increase with service time.
Paid Holidays: We observe 12 paid holidays which includes an employee birthday holiday and a floating Work/Life Day.
Bereavement Leave: Employees may receive up to one week paid leave per fiscal year for absence due to the death of an immediate family member.
Florida Retirement System: All employees in regularly established positions are automatically covered from the first day of employment. Seminole County makes contribution on behalf of the employee and the employee is also required to make a 3% contribution.
Employees Assistance Program: Our EAP provider can help employees and their families with issues such as personal/family matters, financial debt counseling, substance abuse, etc.
Training and Development Program: The Employee Learning Center provides training opportunities for employees which promote performance, enhance employees' work life experiences, and support the organization.
Employee Awards and Recognition: A program to reward outstanding performance and enhance service to the citizens of Seminole County.
Wellness Center: Includes exercise equipment, resource library, and educational programs.
Health Insurance: Health Insurance is effective the first of the month after completing 30 calendar days of employment. Seminole County offers a Point of Service (POS) plan. Dependent coverage is also available, the cost is split between the employee and employer. This benefit is not extended to part-time employees.
Life Insurance: Life and Accidental Death & Dismemberment Insurance for employees, equal to one times annual salary. Not extended to part-time employees.
Long-Term Disability: Provides 60% of salary after 6 months of disability. Not extended to part-time employees.
Optional benefits (employee-paid) for full-time employees:
Deferred Compensation Plan (457): Employees may choose to have pre-tax payroll deductions made for deposit into this savings plan up to an IRS-established maximum.
Dental Insurance: A choice of 3 plans is available for employees and dependents at employee expense.
Additional Life Insurance: At employee expense, additional life insurance up to five times annual salary; dependent coverage also available.
Short-Term Disability Insurance: 60% of salary for the first six months of disability at employee expense.
Cancer and Specified Disease: Pays a benefit directly to the employee if being treated for this disease.
Flexible Spending Account: A pre-tax account for childcare and un-reimbursed medical expenses.
Pre-Tax Payroll Deductions: Under Section 125 of the IRS Code, certain payroll deductions for insurance coverage may be taken out prior to income being taxed.
01
Do you have experience in Customer Service?
02
Do you have experience in the Solid Waste industry?
03
Do you have experience in managing government contracts?
04
How many years of supervisory experience do you have?
Required Question
Employer Seminole County/Board of County Commissioners
Address 1101 East First Street
Sanford, Florida, 32771
Phone (407) 665-7944
Website http://seminolecountyfl.gov