Billing & Customer Solutions Spec

GRU•Gainesville, FL

10d•Onsite

About The Position

Gainesville Regional Utilities (GRU) is seeking a customer-focused professional to support Customer Service Operations in a multi-service utility environment. The position performs complex utility billing, customer account, records, financial, and service coordination work. It serves as a key point of contact for internal and external customers, resolving billing concerns, processing service requests, maintaining accurate records, and coordinating activities that support responsive customer service. The role requires analytical skills, attention to detail, sound judgment, and the ability to interpret and apply billing policies, customer service procedures, and related regulations. Work includes analyzing meter readings and billing issues; processing customer account and financial transactions; creating service work orders; coordinating with field teams and other departments; and analyzing business agreements and contracts for utility billing and recordkeeping. The position works under limited supervision and reports to a designated supervisor. The successful candidate will communicate complex billing and service information clearly and tactfully, maintain composure during high-volume or sensitive interactions, and work effectively with customer information systems and office software. The position may involve emergency storm response and service restoration, including extended or non-standard hours as operational needs require.

Requirements

Graduation from an accredited high school or possession of an acceptable equivalency diploma.
Three years of progressively responsible experience in utility billing and public contact or customer-service relations.
Experience in a municipal, governmental, or utility-sector customer service or billing environment.
Demonstrated proficiency with Customer Information Systems (CIS) and utility billing platforms.
Strong analytical skills and experience reconciling complex billing, accounting, or financial records.
Experience handling high-volume customer interactions, including escalations and complex account resolutions.
Knowledge of utility rate structures, service agreements, and regulatory requirements.
Working knowledge of computers and business software, including MS Word, Excel, Outlook, Internet Explorer, SAP, and other office technologies.
Ability to exercise independent judgment and initiative in analyzing and resolving complex accounting, billing, and customer-service issues.
Effective oral and written communication skills, including the ability to explain complex matters tactfully and clearly.
Ability to maintain composure during high-volume or stressful customer interactions and resolve complaints professionally.
Ability to organize, prioritize, and complete work with minimal supervision while maintaining accuracy under pressure and tight deadlines.
Ability to collaborate with coworkers, field teams, and the public.
Ability to edit and validate CIS data, follow moderately complex instructions, and perform mathematical calculations accurately and efficiently.
Must complete and pass the required Typing assessment (minimum passing score 35 WPM), Word assessment, and Excel assessment by the stated testing deadline.

Nice To Haves

Training or mentoring experience supporting new or existing staff.

Responsibilities

Serve as a primary point of contact for customers and stakeholders, provide information and service guidance, research issues, and follow up on requests.
Handle complex billing and customer-service inquiries, complaints, and account requests; determine deposit requirements and resolve utility accounting, billing-system, meter-related, and service-related problems.
Enter, update, and validate customer data in the Customer Information System (CIS), correct discrepancies, and verify accuracy through reports and exception reviews.
Prepare, calculate, and issue bills, invoices, statements, credits, debits, and billing adjustments in accordance with established policies.
Process and verify refund checks, balance transactions, and financial corrections.
Process move-in, move-out, and transfer requests for residential, commercial, and high-volume accounts; coordinate payments, deposits, permits, delinquent accounts, and disputes.
Create service activation and termination work orders and collaborate with field teams and internal departments to ensure timely service delivery, accurate billing, recordkeeping, and regulatory compliance.
Analyze meter-reading exception reports, obtain accurate readings, resolve invoicing, billed and unbilled account, CIS workflow, and meter discrepancy issues, and create tickets or take corrective action as needed.
Perform financial calculations for stop meters, cross meters, prorations, service charges, amounts due, interest, balances, discounts, and adjustments for utility and GRUCom accounts.
Analyze GRUCom contracts and service agreements to determine classifications, charges, terms, and conditions and apply appropriate rates, fees, and billing rules.
Participate in emergency storm response and service restoration activities; maintain departmental records, prepare reports, and train employees.
Maintain reliable attendance, including extended or non-standard hours as operational needs require, and respond during emergency conditions.
May act in a supervisor’s absence, assist divisions with data-processing procedures and problems, support financial-data research and fiscal-report preparation, and perform other assigned duties.