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Make a dierence in the community you live in! As a Community Builderan employee with the City of Gainesville you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job its a chance to contribute to community success and to help enhance the Gainesville way of life.

Department:

9445 GRU - Customer Service

Salary Range Minimum:

$21.59

Salary Range Maximum:

$32.88

Closing Date:

07/09/2025

Job Details:

This is highly responsible technical work leading employees engaged in utilities customer service activities. Positions allocated to this classification report to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on advanced customer service skills and lead worker responsibility in a multiple utility service environment where the focus is customer engagement.


To be considered for this position you must take and pass the City of Gainesville:

-Typing (Passing score is 34WPM; Average Standard Net WPM is the score we go off of)
-Word
-Excel

**IF YOU HAPPEN TO FAIL YOUR TESTING YOU MAY RETAKE THE TEST AS LONG AS IT IS BEFORE THE DEADLINE**

To schedule testing please contact CareerSource North Central Florida by emailing your request. They are the test administrator and will be able to assist you with your assessments.

*PLEASE LISTEN TO THE ENTIRE MESSAGE FOR INSTRUCTIONS*

This testing is done online.

Testing is due by EOD 7/10/25

These are mandatory assessments and must be completed for further considered for this position.

***Test scores are good for 1 year*** If you have completed testing in the past year please ensure your scores are attached to your application before submission!!

Job Description:

SUMMARY

This is highly responsible technical work leading employees engaged in utilities customer service activities.

Positions allocated to this classification report to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on advanced customer service skills and lead worker responsibility in a multiple utility service environment where the focus is customer engagement.

EXAMPLES OF WORK*

*This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower level duties may be required.

ESSENTIAL JOB FUNCTIONS

Depending on the area of assignment:

Coordinates daily operations of staff.

Provides customer service training to new employees.

Coordinates special projects with staff.

Assists in formulating policies and procedures affecting customer service.

Provides input to the performance appraisals of lower level customer service representatives.

Responds to inquiries and complaints from customers and other agencies in person by phone and by mail. Handles complicated complaints.

Investigates researches and resolves problems in accordance with established policy.

Coordinates processing of utility payments deposits permits and services and handling of delinquent accounts and resolution of customer account disputes.

Assists in emergency storm situations for service restoration.

Prepares detailed records and reports in a timely manner

Performs duties of lower level customer service representatives as needed.

Attends work on a continuous and regular basis.

NON-ESSENTIAL JOB FUNCTIONS

May act in absence of supervisor.

Performs other related duties as assigned.

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential job function satisfactorily. Below are the required education experience knowledge skills and abilities to perform the essential functions.

EDUCATION AND EXPERIENCE

Graduation from high school or possession of an acceptable equivalency diploma and five (5) years progressively responsible experience in public contact customer service relations retail banking call centers or utilities (consistent with the needs of the hiring department); or

An Associate degree from an accredited college or university with major course work in business administration public administration public relations or related field; and three (3) years of progressively responsible experience in public contact customer service relations retail banking call centers or utilities (consistent with the needs of the hiring department); or

A Bachelor degree from an accredited college or university with major course work in business administration public administration public relations or related field; and one (1) year of experience in public contact customer service relations retail banking call centers or utilities (consistent with the needs of the hiring department).

CERTIFICATIONS OR LICENSES

Licenses

None.

Certifications

None.

KNOWLEDGE SKILLS AND ABILITIES

Thorough knowledge of utility services industry GRU and City operations and applicable ordinances policies and procedures.

Thorough knowledge of utilities billing and records policies and procedures.

Thorough knowledge of new service procedures and regulations.

Thorough knowledge of credit and collections procedures and regulations.

Thorough knowledge of office practices and procedures business English spelling and commercial arithmetic.

Working knowledge of computers and relevant software including but not limited to MS Word Excel Outlook Internet Explorer and SAP.

Ability to plan organize and lead work of others.

Ability to use good interpersonal skills through oral and written communications on the telephone and in person.

Ability and willingness to work with customers on a daily basis and remain composed in stressful encounters.

Ability to exercise independent judgment and initiative in the preparation filing tracking monitoring and retrieval of customer information.

Ability to work effectively with elected officials co-workers charter officers department heads representatives of other agencies other city employees and the general public in a team environment.

Ability and willingness to remain flexible positive and productive in a changing environment.

Ability to effectively manage flexible work schedules.

Ability to work under pressure and maintain high level of accuracy.

Ability to prepare and maintain complex records and reports.

Ability and willingness to maintain composure effectiveness and objectivity during stressful encounters.

Ability to quickly assess the critical elements of a situation and decide upon appropriate remedial methods.

Skill in demonstrating strong organizational and motivational training efforts.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

To perform this job successfully an individual must possess certain physical abilities and be able to withstand work related environmental conditions.

PHYSICAL REQUIREMENTS

While performing the duties of this job the employee is often required to sit or stand for prolonged periods of time.

May on occasion require lifting carrying pushing and/or pulling less than twenty (20) pounds without assistance.

WORK ENVIRONMENT

May be required to work and attend meetings outside regular business hours.

To be considered for this position you must take and pass the City of Gainesville:

-Typing (Passing score is 34WPM; Average Standard Net WPM is the score we go off of)
-Word
-Excel

**IF YOU HAPPEN TO FAIL YOUR TESTING YOU MAY RETAKE THE TEST AS LONG AS IT IS BEFORE THE DEADLINE**

To schedule testing please contact CareerSource North Central Florida by emailing your request. They are the test administrator and will be able to assist you with your assessments.

*PLEASE LISTEN TO THE ENTIRE MESSAGE FOR INSTRUCTIONS*

This testing is done online.

Testing is due by EOD 7/10/25

These are mandatory assessments and must be completed for further considered for this position.

***Test scores are good for 1 year*** If you have completed testing in the past year please ensure your scores are attached to your application before submission!!

Note:

May Require Assessment(s).

May fill multiple positions.

May establish an eligibility list.

Come join our team! The City of Gainesville oers a competitive benets package and opportunities to grow both professionally and personally.

All regular employees are eligible for traditional benets such as health insurance life insurance paid leave 11 paid a holidays a year a pension plan and a deferred compensation plan but we also oer great things like on-site tness centers tuition reimbursement on-site medical sta and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees.

Equal Opportunity

The City of Gainesville is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities women and individuals with disabilities are encouraged to apply. Individuals with a disability who require special accommodations during the selection process should notify the Human Resources Department at or TDD/TTY at .

Veterans Preference

Veterans are encouraged to apply. Veterans Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position. Section 295.07 Florida Statutes (F.S.) specifies who is eligible for Veterans Preference. State of Florida residency is not required for Veterans Preference.

If you are unable to apply online due to a disability contact recruiting at or by calling .