If you are an Internal City Employee, Retiree or Dependent/Survivor of a City Employee please apply internally via Career Icon in your Workday account.

Make a difference in the community you live in! As a Community Builder—an 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, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.

Department:

9445 GRU - Customer Service

Salary Range Minimum:

$19.13

Salary Range Maximum:

$28.14

Closing Date:

03/21/2025

Job Details:

This is complex, skilled and responsible work assisting utilities' customers in planning and accessing a variety of services or coordinating operational 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 mid-level skilled customer service and technical work 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 Assessment@careersourcencfl.com 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 3/25/25

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 complex, skilled and responsible work assisting utilities’ customers in planning and accessing a variety of services or coordinating operational 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 mid-level skilled customer service and technical work 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:

Serves as primary contact to answer, screen, research, inform, advise, record, process, and follow-up all utility customer requests efficiently and expeditiously as received by phone, mail or personally from citizens, elected officials, agencies, City employees, and clients.

Analyze income and expense information and provide solutions uniquely suited to individual customers.

Analyze customer information to determine deposit requirements.

Processes utility payments, deposits, permits and services.

Handles delinquent accounts and resolves customer account disputes.

Maintains customer accounts.

Assists in emergency storm situations for service restoration.

Correctly applies policies and procedures pertaining to Utilities Customer Service Operations.

Accurately and efficiently obtains and enters customer service information into a customer information system.

Provides customer service training to new employees.

Maintains department records. 

Participates in meetings and prepares reports as requested. 

Acts as liaison both internally and externally.

Attends work on a continuous and regular basis.

NON-ESSENTIAL JOB FUNCTIONS

Performs other related duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each