Customer Service Representative II

GRU•Gainesville, FL

8d•Onsite

About The Position

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.

Requirements

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.
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.
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.
Passing score is 35WPM on typing test.
Must pass Word and Excel assessments.

Nice To Haves

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.

Responsibilities

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.
Performs other duties as assigned.