The Customer Experience Generalist plays a key role in supporting the Customer Service department across diverse functions, including Collections, Dispatch, Billing, and the Call Center. This dynamic and adaptable position requires a proactive, customer-focused professional capable of navigating shifting priorities while consistently upholding exceptional service standards and embodying the Toho Promise. This role is essential in driving operational efficiency and ensuring seamless, high-quality customer experience. This position will work collaboratively with multiple supervisors across various functions. The individual will engage with the appropriate supervisor(s) depending on the assigned tasks and responsibilities, ensuring effective coordination and support from all relevant parties
•Adapt to various roles, following departmental procedures, and shift focus based on urgent needs to ensure seamless operations.
•Maintain clear and professional communication with customers, field staff, and internal teams to support smooth coordination and timely updates.
•Prioritize tasks, troubleshoot issues, and complete work in a timely manner while ensuring accuracy and quality across all functions.
•Suggest and implement process improvements to enhance operational efficiency while ensuring compliance with Toho policies and regulations.
•Accurately document customer interactions, service updates, and tasks, and prepare reports to assess processes and drive improvements.
•Address customer inquiries and issues promptly, using effective problem-solving techniques, and escalate when necessary to maintain service quality.
•Other duties as assigned
Collections Specialist
•Monitor and manage delinquent accounts by contacting customers regarding payment arrangements.
•Review accounts for accuracy, resolve discrepancies, and follow up on payment commitments.
•Generate and analyze reports to identify patterns and suggest improvements to the collections process.
•Collaborate with customers to establish payment plans in compliance with Toho policies.
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Dispatcher
•Assign, route, and schedule field service orders efficiently to ensure timely resolution of customer needs.
•Route daily Service OrdersÂ
•Communicate with field personnel to provide updates, resolve issues, and adjust schedules as necessary.
•Monitor and prioritize work orders based on urgency, location, and resource availability.
•Maintain accurate records of dispatched activities.
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Billing Specialist
•Prepare, verify, and issue accurate customer invoices based on meter readings, service orders, and applicable rates.
•Reconcile billing discrepancies and collaborate with other departments to resolve issues.
•Ensure timely processing of billing cycles and address customer inquiries related to charges.
•Assist with billing audits and proofing to ensure compliance with Toho policies.
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Customer Experience Representative
•Answer incoming calls, emails, and chat inquiries from customers promptly and professionally.
•Assist customers with account questions, service requests, and billing concerns.
•Document customer interactions and escalate complex issues to the appropriate department or supervisor.
•Provide accurate and clear information about services, policies, and procedures.
Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. Â A typical way to obtain that required qualification would be:Â
•A minimum of a high school diploma or GED issued from an approved GED Administrator. Â
•Minimum 2 years' relevant experience. Â Â
•Any combination of education and experience which demonstrates the candidate's ability to perform successfully in this position will be considered.
•Must possess and maintain a valid State of Florida Class E Driver's License
Knowledge, Skills & Abilities
•Exceptional organizational skills with a high level of attention to detail, ensuring thorough follow-through and professionalism under pressure.
•Strong communication and interpersonal skills, with the ability to work effectively both independently and as part of a team.
•Proven ability to manage projects, multitask, prioritize tasks, and meet deadlines in fast-paced environments.
•Sound judgment and discretion, with the ability to maintain confidentiality of sensitive information and documents.
•Proactive, resourceful, and flexible, with a positive attitude and confidence to take initiative, make decisions, and adapt within established guidelines.
•Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and familiarity with CIS, meter data systems, and payment portal systems (preferred).
•Excellent verbal and written communication skills, paired with strong problem-solving abilities to de-escalate challenging situations effectively.
•High attention to detail and accuracy in data entry, record-keeping, and overall task execution.Â
Physical Requirements
 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORKING CONDITIONS
 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Environmental factors include indoors, flat surface, noise, sitting with occasionally walking and standing.
Kissimmee, FL
Full-time
