Customer Service Support Specialist I

Make a difference in the community you live in! As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.

To be considered for this position you must take and pass the City of Gainesville:

-Typing
-Word
-Excel

 

To schedule testing please contact CareerSource North Central Florida by emailing Jan Kautz at [email protected] or 352-955-2245 ext. 5969. They are the test administrator and will be able to assist you with your assessments.

*PLEASE LISTEN TO THE ENTIRE MESSAGE FOR INSTRUCTIONS*

This testing is done online.
Testing is due by EOD Monday 9/9/24.

These are mandatory assessments and must be completed for further considered for this position.

***Test scores are good for 1 year***

Job Description:

Skilled and responsible work assisting customers in planning and accessing services.

 

CLASSIFICATION STANDARDS

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.

ESSENTIAL JOB FUNCTIONS

Depending on area of assignment:

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 polices 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 continuous and regular basis.

MINIMUM REQUIREMENTS

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.

LICENSES/CERTIFICATES

Valid Florida Driver License required.