Customer Service Support Specialist RTS

Department

:
Regional Transit System (RTS) Administration

Minimum: $19.36

Maximum: $27.10

10/05/2026

This is skilled and responsible work assisting customers in 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 higher classes by its lack of supervisory responsibility and from lower classes by its emphasis on customer service in a single service environment.

This is skilled and responsible work assisting customers in 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 higher classes by its lack of supervisory responsibility and from lower classes by its emphasis on customer service in a single service environment.

This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower level duties may be required.

• Serves as primary contact for customers, agencies, developers and City employees to answer, screen, research, inform, advise, record, process and follow-up all customer requests efficiently and expeditiously as received by phone, mail, Internet, or in person.
• Verifies, reviews, monitors and evaluates qualifications, plans and documents to ensure compliance with City of Gainesville policies, and state and federal laws.
• Responds to inquiries and complaints from customers and other agencies in person, by phone and by mail.
• Coordinates processing of customer payments, deposits, permits and services and handling of delinquent accounts and resolution of customer account disputes.
• Coordinates efforts with appropriate City departments to obtain necessary approvals.
• Assists in formulating policies and procedures affecting customer service.
• Monitors administrative and operational directives from upper management to ensure operational compliance.
• Maintains records that support customer service activities.
• Provides assistance to customers in preparation and submission of required documentation.
• Provides consultation, conflict resolution and referrals within area of expertise.
• Coordinates services provided by outside vendors and monitors vendor performance.
• Prepares and maintains technical records and reports.
• Attends work on a continuous and regular basis.

• Performs other related duties as assigned.

• Graduation from high school or possession of an acceptable equivalency diploma and two years of customer service work or experience related to area of assignment; or an equivalent combination of education, training and experience which provides the required knowledge, skills and abilities.
• Typing at a speed acceptable to departmental needs may be required.
• Depending on area of assignment:
  May be required to perform dictation/transcription duties.

• Valid State of Florida Driver License required.

• None.

• Considerable knowledge of office terminology, procedures, routines and equipment.
• Knowledge of arithmetical computations and ability to perform computations quickly and accurately.
• Knowledge of and ability to use personal computers and relevant software.
• Ability to prepare reports and maintain records.
• Ability to work effectively with vendors, co-workers, and the general public.
• Ability to communicate effectively, both orally and in writing.

• While performing the duties of this job, the employee is often required to sit for prolonged periods of time .

Work is