Customer Service Representative II

Gainesville Regional Utilities Posting Summary Gainesville Regional Utilities (GRU) is seeking a skilled and customer-focused Customer Service Representative II to assist utility customers with accessing services, resolving account concerns, processing payments and service requests, and navigating applicable policies and procedures. This position serves as a primary point of contact for customers and requires the ability to research issues, analyze information, identify appropriate solutions, and accurately document customer interactions. The ideal candidate will demonstrate strong problem-solving abilities, clear and effective verbal and written communication, excellent time management, and a high level of professionalism. Successful candidates must be able to remain composed in challenging situations, manage multiple priorities, maintain accuracy under pressure, and provide responsive, courteous service in a fast-paced utility environment.Application Deadline Application must be received by 11:59pm EDT on Wednesday, August 26, 2026. To be considered for this position, testing results must be received by 5pm, Monday, August 31, 2026. Testing Requirement Testing results are due by 5pm EDT, Monday, August 31, 2026. * **Test scores are good for 1 year*** If you have completed testing in the past year, you are responsible for ensuring your scores are emailed to [email protected] before the above deadline. These are mandatory assessments and all three test 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 SCORES ARE RECEIVED BEFORE THE DEADLINE To schedule testing please contact CareerSource North Central Florida by emailing [email protected] 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.FLSA Exemption StatusNon-ExemptSummary 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 Essential 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. Analyzes income and expense information and provides solutions uniquely suited to individual customers. Analyzes and maintains customer information to determine deposit requirements and processes utility payments, deposits, permits and services, handling delinquent accounts and resolving customer account disputes. 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 and maintains department records. Provides customer service training to new employees. 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 Functions: Performs other duties as assigned.Examples of Work (continued)Education Candidate should possess:

• a high school degree or possession of an acceptable equivalent diploma; or
• an Associate’s degree from an accredited educational institution with major coursework in business administration, public administration, public relations, retain, banking, call centers or utilities (consistent with the needs of the hiring department); or
• a Bachelor’s degree from an accredited educational institution with major coursework in business administration, public administration, public relations, or related field.Experience

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) with a High School degree or equivalent; or one year (1) year of experience in public contact, customer service relations, retail, banking, call centers, or utilities (consistent with the needs of the hiring department) with an Associate degree. If a Bachelor’s degree has been achieved in business administration, public administration, public relations, or related field, there is no additional experience required.GRU CompetenciesAdaptability, Flexibility, Fostering InnovationContributes to Achieving GRU's Mission: GRU will provide safe, reliable, competitive utility services in an environmentally responsible manner and will actively contribute to the enhancement of the quality of life in our communityCustomer FocusRole Specific CompetenciesAccountability & DependabilityContributes to a Positive Work EnvironmentSafetyCertificationsNoneKnowledge, Skills, and Abilities Depending on the area of assignment: Thorough knowledge of office practices and procedures, business English, spelling, and commercial arithmetic. Basic knowledge of utility services industry, GRU and City operations, and applicable ordinances, policies, and procedures. Basic knowledge of or ability to learn utilities billing and records policies and procedures. Basic knowledge of new service procedures and regulations. Basic knowledge of credit and collections procedures and regulations. Basic knowledge of or ability to learn government services. Working knowledge of computers and relevant software including, but not limited to, MS Word, Excel, Outlook, Internet Explorer and SAP. Ability and willingness to work with customers on a daily basis and remain composed in stressful encounters. Ability and willingness to remain flexible, positive, and productive in a changing environment. Ability to use good interpersonal skills through written communications and through oral communications on the telephone and in person. 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 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.Knowledge, Skills, and Abilities (continued)Physical RequirementsClimbing - Rarely/NeverDriving - Rarely/NeverFar Vision Acuity - ContinuallyFine Manipulation - Rarely/NeverFoot or Leg Controls - Rarely/NeverGross Manipulation - Rarely/NeverHearing - ContinuallyKeyboarding - ContinuallyLifting or Carrying>50 lbs. - Rarely/NeverNear Visual Acuity - ContinuallyNormal Color Vision - ContinuallyPeripheral Vision - ContinuallyPushing or Pulling > 50 lbs. - Rarely/NeverReaching Above Shoulder Level - Rarely/NeverReaching Overhead-Rarely/NeverSitting - ContinuallySpeaking - ContinuallyStanding or Walking - OccasionallyStooping, Kneeling, or Crawling - Rarely/NeverEnvironmental RequirementsRequired to work during emergency conditions.