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:

$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 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 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 publi