Staff Specialist (Customer Operations)

GRU•Gainesville, FL

9d•Onsite

About The Position

Gainesville Regional Utilities (GRU) is seeking a highly organized and customer-focused Staff Specialist to support Customer Operations within the Customer Service Department. This position provides administrative and operational support to department leadership, assists with customer and internal inquiries, prepares reports and correspondence, maintains sensitive and confidential records, and supports special projects, budgets, meetings, and departmental initiatives. The Staff Specialist also serves as a liaison to internal and external stakeholders and may assist with agenda materials, meeting documentation, and other departmental records. The ideal candidate will be detail-oriented, adaptable, and comfortable managing multiple priorities while exercising sound judgment and discretion in a fast-paced utility environment. This is intermediate-level, moderate to complex administrative and staff work supporting middle-to upper middle-level managers who oversee diverse activities in their divisions. Some judgment and discretion are required to perform duties that are mostly cyclical and recurring in nature and are covered by existing procedures or precedents, from which the incumbent normally selects the correct procedure and applies it. Matters of policy interpretation or of significance are normally referred to the supervisor for decision making.

Requirements

A High School Diploma or equivalent required.
Three (3) years of responsible administrative and staff support experience.
Must type at a minimum speed of 35 correct words per minute or at a higher speed, as set by the department.
Valid Florida Class E Driver's License required.
Thorough knowledge of office terminology, practices, and procedures, equipment and business English grammar and spelling.
Demonstrable proficiency in personal computers and relevant software.
Thorough knowledge of organizational structure and organizational policies, procedures and practices.
Ability to function independently through the application of knowledge and skills, good judgment, organization, planning, and problem solving.
Ability to analyze moderately complex information and prepare moderately complex reports.
Ability to maintain confidentiality and respond appropriately to sensitive or confidential issues.
Ability to understand and follow complex oral and written instructions and communicate effectively with co-workers and internal and external customers.
Ability to resolve customer complaints and answer inquiries.
Ability to communicate effectively, both orally and in writing.
Ability to organize and coordinate multiple work, and office staff assignments in a multi-functional work environment.

Responsibilities

Assists the supervisor with research of labor agreement, and researches and responds to inquiries and complaints.
Independently resolves routine to moderately complex complaints.
Gathers information, reviews, and compiles complex files on sensitive or confidential issues.
Assists in the planning, design, development and promotion of special events, goals, objectives, plans, and programs of supervisor’s assigned area.
Drafts moderately complex to complex documentation on sensitive or confidential issues, and assists with the development, preparation, and monitoring of annual and project budgets and reports, as well as promotional materials as needed.
Serves as staff liaison to department heads, special committees, boards, or other entities.
Initiates agenda items, prepares supporting materials and documentation, collects, prepares, and maintains official minutes.
Prepares, processes, reviews, monitors grant and other required documentation for the department.
Oversees division travel, accounting, payables, contract billing, timekeeping functions and project budgets.
May perform tasks normally assigned to Staff Assistants as workflow and demands require.
Required to respond in emergency conditions.
Performs other duties as assigned.