Customer Service Representative I

Website City of Gainesville

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.

Job Description:


This is skilled and responsible work assisting utilities’ customers in processing payments, deposits, permits and other 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 other classes by its emphasis on entry level skilled customer service work in a multiple utility 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.


Depending on the area of assignment:

Processes utility payments, deposits, permits and services.

Handles delinquent accounts and resolves customer account disputes.

Maintains customer accounts.

Secures cash, daily work, safe and vault at the end of the work day.

Serves as primary contact to answer, screen, research, inform, advise, record, process, and follow-up all customer requests efficiently and expeditiously as received by phone, mail or personally from citizens, elected officials, agencies, City employees, and clients.

Identifies and addresses commercial and residential customer service problems.

Prepares reports pertinent to customer needs.

Accurately and efficiently obtains and enters customer service information into a customer information system.

Provides consultation, conflict resolution, and referrals within area of expertise.

Coordinate services provided by outside vendors, and monitors vendor performance.

Prepares reports upon request.

Establishes and maintains customer service records, creates on/off work orders and coordinates with field personnel to ensure timely completion of expected service.

Attends work on a continuous and regular basis.


Graduation from high school or possession of an acceptable equivalency diploma and two (2) years of experience in public contact, customer service relations, retail, banking, call centers, or utilities (consistent with the needs of the hiring department); or

An Associate degree or higher from an accredited college or university with major course work in business administration, public administration, public relations, or related field



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