Customer Service Representative II

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 must be received by 11:59pm EDT on Thursday, July 30, 2026. To be considered for this position, testing results must be received by 5pm, Monday, August 3, 2026.

Non-Exempt

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.

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.

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.

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.

Adaptability, Flexibility, Fostering Innovation

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