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Make a difference 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:

9435 GRU - Billing and Customer Solutions

Salary Range Minimum:

$29.04

Salary Range Maximum:

$46.93

Closing Date:

02/10/2026

Job Details:

Gainesville Regional Utilities (GRU) is seeking a Billing and Customer Solutions Supervisor to lead a dual-function team supporting accurate utility billing and effective customer solutions across a multi-utility service environment. This is professional technical and supervisory work directing employees engaged in utility billing and customer solution activities with a strong emphasis on analytics and audit functions to ensure billing accuracy regulatory compliance and high-quality customer outcomes.

The successful candidate will demonstrate the ability to lead and supervise a combined billing and customer solutions team providing day-to-day direction coaching training and performance accountability under general supervision. The role requires strong analytical capability to evaluate data and trends identify discrepancies complete and interpret reports and drive process improvements that increase accuracy consistency and efficiency. The supervisor must be highly organized with strong time management skills to meet operational demands deadlines and reporting requirements while managing competing priorities. The ideal candidate will also bring strong problem-solving skills using sound judgment to resolve escalated issues and implement corrective actions. Technical proficiency is essential including comfort navigating and optimizing utility billing systems and related tools to ensure reliable inputs outputs controls and audit readiness.

Positions allocated to this classification report to a designated supervisor and work under general supervision. Work in this class is distinguished from other classes by its emphasis on supervisory training and administrative responsibilities in a multiple utility service environment where the focus is on analytics and audit functions to ensure accurate billing.

Job Description:

SUMMARY

This is professional technical and supervisory work directing employees engaged in utility billing and customer solution activities.

Positions allocated to this classification report to a designated supervisor and work under general supervision. Work in this class is distinguished from other classes by its emphasis on supervisory training and administrative responsibilities in a multiple utility service environment where the focus is on analytics and audit functions to ensure accurate billing.

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

General (all areas):

Plans and coordinates activities and operations of the applicable billing and customer solutions work section.

Implements timely accurate and actionable metrics and reporting related to the applicable billing and customer solutions work section.

Works with Department technology and Information Technology staff to resolve questions of program intent input and output.

Develops implements monitors and controls policies and procedures related to billing and customer solutions for the applicable work sector .

Assists other divisions on procedures and data processing system problems pertaining to billing and records.

Assists internal and external auditors in auditing the utility billing system.

Audits and corrects billing errors.

Researches and analyzes various financial billing summaries and reports.

Maintains customer account records in accordance with laws policies and regulations.

Prepares detailed records and reports in a timely manner.

Analyzes and resolves escalated customer complaints.

Recommends selection promotion discharge and other appropriate personnel actions.

Insures fair and equitable enforcement and application of all City rules policies and regulations.

Initiates or recommends discipline of employees in accordance with applicable bargaining agreements and City policies.

Provides training and instruction to subordinates.

Performs timely fair and non-discriminatory evaluation of performance of employees under their supervision.

Prepares submits and monitors annual division budget.

Assists in emergency storm situations for service restoration.

Attends work on a continuous and regular basis.

GRUCom:

Supervises all aspects of GRUCom billing and customer service operations.

Conducts needs assessments with regards to the front-end use of the GRUCom billing and customer service software systems.

Determines best practices and implementing guidelines with regards to the front-end use of the GRUCom billing and customer service software systems in accordance with with laws policies and regulations.

Monitors GRUCom billing system inputs/outputs for alarms errors inaccuracies or omissions.

NON-ESSENTIAL JOB FUNCTIONS

May act in absence of a supervisor.

May assist other divisions with data processing system procedures and problems.

Requisitions supplies and equipment for the division.

May perform the duties of subordinates such as receives and enters requests for service; responds to customer complaints; and provides information on utility policies and makes adjustments as necessary.

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 an accredited high school or possession of an acceptable equivalency diploma; and seven (7) years of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department) including one (1) year of supervisory or lead worker experience; or

An Associate degree from an accredited college or university with major course work in business administration public administration public relations accounting finance or related field; and five (5) years of progressively responsible experience in utility billing and public contact or customer service relations(consistent with the needs of the hiring department) including one (1) year of supervisory or lead worker experience; or

A Bachelor degree from an accredited college or university with major course work in business administration public administration public relations accounting finance or related field and three (3) years of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department) including one (1) year of supervisory or lead worker experience.

CERTIFICATIONS OR LICENSES

Licenses

None.

Certifications

None.

KNOWLEDGE SKILLS AND ABILITIES

Thorough knowledge of utility rates collection work billing and utility terminology.

Thorough knowledge of related laws ordinances rules and departmental policies and procedures related to utilities.

Thorough knowledge of principles and practices of effective administration and supervision.

Knowledge of governmental budget procedures.

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

Ability to plan schedule organize and supervise assigned staff.

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

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

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

Ability to effectively manage flexible work schedules.

Excellent communication teamwork and conflict resolution skills.

Ability to interact effectively professionally and calmly with critical or escalated customers in difficult stressful situations.

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

Ability to creatively resolve complex problems in accordance with ordinances rules and departmental policies.

Ability to express ideas clearly and concisely both orally and in writing.

Ability to work independently.

Skilled 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 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 GRU/City of Gainesville:

• Typing (Passing score is 35WPM; 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 5pm Friday February 13 2026.

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 offers a competitive benefits package and opportunities to grow both professionally and personally.

All regular employees are eligible for traditional benefits 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 offer great things like on-site fitness centers tuition reimbursement on-site medical staff 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 .