Customer Service Representative I

Application Deadline

Applications must be received by 11:59pm EDT, August 11, 2026.

Posting Summary

Gainesville Regional Utilities is seeking a professional, detail-oriented Customer Service Representative I to assist utility customers with payments, deposits, permits, account inquiries, and related customer service transactions. A competitive candidate will have customer service experience in a cash handling, banking, cashiering, retail, grocery, or similar payment-processing environment. Two to three years of related experience is preferred.

Successful candidates should be comfortable processing cash, checks, and other payment transactions; managing multiple priorities; maintaining accuracy under pressure; and working effectively with customers and team members. This role requires strong attention to detail, time management, teamwork, and the ability to remain positive, composed, and customer-focused in a fast-paced environment.

FLSA Exemption Status

Summary

This is skilled and responsible work assisting utilities’ customers in processing payments, deposits, permits and other planning and accessing services.

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 entry level skilled customer service work in a multiple utility service environment.

Examples of Work

Essential Functions:

Depending on the area of assignment:

Processes utility payments, deposits, permits and services.

Handles delinquent accounts and resolves customer account disputes.

Maintains customer accounts.

Secures cash, daily work, safe and vault at the end of workday.

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

Identifies and addresses commercial and residential customer service problems.

Prepares reports pertinent to customer needs.

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

Provides consultation, conflict resolution, and referrals within area of expertise.

Coordinates services provided by outside vendors, and monitors vendor performance.

Prepares reports upon request.

Establishes and maintains customer service records, creates on/off work orders and coordinates with field personnel to ensure timely completion of expected service.

Attends work on a continuous and regular basis.

Non-Essential Functions:

Required to respond in emergency conditions.

Performs other duties as assigned.

Examples of Work (continued)

Education

High School diploma or an acceptable equivalency

Experience

Two (2 years) of experience in public contact, customer service relations, retail, banking, call centers, or utilities.

An equivalent combination of education and/or experience can be considered if it meets the requirements of the department.

GRU Competencies

Role Specific Competencies

Certifications

Knowledge, Skills, and Abilities

Basic knowledge of office practices and procedures, business English, spelling, and commercial arithmetic.

Basic knowledge of or ability to learn utilities billing and records policies and procedures.

Knowledge of computers and relevant software.

Skill in use of computer terminals, printers, calculators, 10-key adding machines, scanners and imaging equipment.

Ability to prepare, file, track, monitor, and retrieve customer service records.

Ability to prepare and maintain records and reports.

Ability to effectively manage flexible work schedules.

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

Ability to work under pressure and maintain high level of accuracy.

Ability and willingness to work with customers on a daily basis and remain composed in stressful encounters.

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

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.

Knowledge, Skills, and Abilities (continued)

Physical Requirements

Environmental Requirements