Billing & Customer Solutions Spec
Job Location:
Gainesville, FL - USA
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Location: FloridaGainesville
Salary Range:$22.04 - $30.89
Application Deadline: Applications must be received by 11:59pm EST Wednesday November 11 2026.
Gainesville Regional Utilities (GRU) is seeking a highly skilled and customer-focused professional to support Customer Service Operations as a Billing & Customer Solutions Specialist. This position performs complex utility billing customer account records and service coordination work in a multi-service utility environment. The successful candidate will serve as a key point of contact for internal and external customers helping resolve billing concerns process service requests maintain accurate customer records and coordinate operational activities that support reliable and responsive customer service.
This role requires strong analytical skills attention to detail sound judgment and the ability to interpret and apply utility billing policies customer service procedures and related regulations. Responsibilities may include reviewing meter reading exceptions researching and resolving complex billing or account issues processing move-in move-out transfer deposit refund and adjustment transactions creating service work orders and coordinating with field teams and other departments to ensure timely resolution of customer needs.
The ideal candidate will have experience in customer service utility billing public contact financial records or related administrative operations. They should be comfortable working with customer information systems Microsoft Office applications and detailed account data. This position requires the ability to communicate complex billing and service information clearly tactfully and professionally while maintaining composure in high-volume or sensitive customer interactions.
Testing is due by 5pm Monday November 16 2026.
These are mandatory assessments and must be completed for further consideration for this position.
To be considered for this position you must take and pass the following assessments:
*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. This testing is done online.
PLEASE LISTEN TO THE ENTIRE MESSAGE FOR INSTRUCTIONS
***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 or emailed to before submission.
This position requires complex skilled and responsible assisting internal and external customers in planning and accessing a variety of services or coordinating operational customer service activities such as complex utility billing functions and/or customer solutions activities. Responsibilities include but are not limited to analyzing meter readings; analyzing and resolving billing issues; coordinating operational customer service activities; maintaining customer and financial database records; performing other complex financial and records functions; and analyzing written business agreements and contracts for utility billing and recordkeeping.
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 high-level customer service skills and/or technical utility billing work in a multiservice environment.
Serves as the primary point of contact for customers and stakeholders. Provides accurate information researches issues advises on services and ensures timely followup on all customer requests.
Handles complex billing and customer service inquiries complaints and account requests; analyzes customer information to determine deposit requirements and independently resolves utility accounting billing system meterrelated and servicerelated problems.
Accurately enters updates and validates customer data in the Customer Information System (CIS) ensuring frontend data integrity correcting discrepancies and verifying accuracy through system reports and exception reviews.
Prepares calculates and issues bills invoices statements credits debits and billing adjustments in accordance with established policies; processes and verifies refund checks balance transactions and financial corrections to ensure compliance and timely completion.
Processes movein moveout and transfer requests for residential commercial and highvolume accounts; coordinates utility payments deposits permits delinquent accounts and dispute resolution activities.
Creates service activation and termination work orders and collaborates with field teams to ensure timely accurate and efficient service delivery; interacts with internal departments to ensure proper billing maintains accurate records and supports regulatory compliance.
Analyzes meter reading exception reports obtains accurate readings and resolves complex issues related to utility invoicing billed and unbilled accounts CIS workflow errors and meter discrepancies; creates related tickets and takes corrective action as needed.
Performs routine and complex financial calculations including stop meters cross meters prorations service charges amounts due interest charges balances discounts and adjustments for both utility and GRUCom accounts.
Analyzes GRUCom contracts and service agreements to determine classifications charges terms and conditions; ensures accurate application of rates fees and billing rules.
Participates in emergency storm response and service restoration activities maintains departmental records prepares reports trains employees and demonstrates reliable attendance including extended or nonstandard work hours as operational needs require.
NON-ESSENTIAL FUNCTIONS
May act in absence of a supervisor.
May assist other divisions with data processing system procedures and problems.
May provide assistance to other personnel in the analysis and research of financial data and in the preparation of regular and special fiscal reports.
Required to respond in emergency conditions.
Performs other duties as assigned.
Graduation from an accredited high school or possession of an acceptable equivalency diploma is required.
Three (3) years of progressively responsible experience in utility billing and public contact or customer service relations.
Experience working in a municipal governmental or utilitysector customer service or billing environment.
Demonstrated proficiency with Customer Information Systems (CIS) and utility billing platforms.
Strong analytical skills with experience reconciling complex billing accounting or financial records.
Experience handling highvolume customer interactions including escalations and complex account resolutions.
Knowledge of utility rate structures service agreements and regulatory requirements.
Training or mentoring experience supporting new or existing staff.
Demonstrates strong knowledge of financial operations business English spelling commercial arithmetic and standard office terminology and procedures with the ability to learn utility billing credit/collection and newservice policies and regulations.
Possesses working knowledge of computers and business software including MS Word Excel Outlook Internet Explorer SAP and other office technologies necessary for efficient and accurate work performance.
Exercises independent judgment initiative and creativity in decisionmaking and problemsolving including analyzing and resolving complex accounting billing and customer service issues. Communicates effectively in both oral and written form explaining complex billing or service matters tactfully courteously and clearly to internal and external customers.
Maintains composure during highvolume or stressful customer interactions demonstrating strong interpersonal skills and the ability to resolve complaints and inquiries professionally.
Organizes prioritizes and completes work with minimal supervision maintaining accuracy and attention to detail while working under pressure or within tight deadlines.
Works effectively and collaboratively with coworkers field teams and the general public contributing positively to a teamoriented environment.
Performs editing and validation of Customer Information System (CIS) data to ensure accuracy identify discrepancies and support efficient account processing; follows moderately complex instructions and performs mathematical calculations with speed and accuracy.
