Billing and Customer Solutions Specialist for Utilities Position Available In Alachua, Florida

Billing and Customer Solutions Specialist for Utilities City Of Gainesville, FL – 3.5 Gainesville, FL Job Details Full-time $21.59 – $32.88 an hour 2 days ago Benefits Wellness program Paid holidays Health insurance Tuition reimbursement Pension plan Life insurance Qualifications Microsoft Word Microsoft Excel Public accounting Customer service Writing skills English Complaint handling Mid-level High school diploma or GED Public Administration Bachelor’s degree Business Administration 1 year Associate’s degree Full Job Description If you are an Internal City Employee, Retiree or Dependent/Survivor of a City Employee please apply internally via Career Icon in your Workday account. 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.

Department:

9435 GRU –

Billing and Customer Solutions Salary Range Minimum:

$21.59

Salary Range Maximum:

$32.88

Closing Date:

05/05/2025

Job Details:

This is complex, skilled and responsible work assisting customers, internal and external in planning and accessing a variety of services or coordinating operational customer service activities. Also, includes complex utility billing functions and/or customer solutions activities, including but not limited to, analyzing meter readings, analyzing and resolving billing issues, coordinating operational customers’ service activities, maintenance of customer and financial databases and records and other complex financial and records functions, and analyzing written business agreements and contracts for utility billing and utility record keeping. Positions allocated to this classification reports to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on high level customer service skills and/or technical utility billing work in a multiple service environment. To be considered for this position you must take and pass the

City of Gainesville:

Typing (Passing score is 34WPM; Average Standard Net WPM is the score we go off of) Word Excel

• IF YOU HAPPEN TO FAIL YOUR TESTING, YOU MAY RETAKE THE TEST AS LONG AS IT IS BEFORE THE DEADLINE

• To schedule testing please contact CareerSource North Central Florida by emailing your request. 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 5/6/25

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

• Test scores are good for 1 year
• If you have completed testing in the past year, please ensure your scores are attached to your application before submission!

!

Job Description:

SUMMARY This is complex, skilled and responsible work assisting customers, internal and external in planning and accessing a variety of services or coordinating operational customer service activities. Also, includes complex utility billing functions and/or customer solutions activities, including but not limited to, analyzing meter readings, analyzing and resolving billing issues, coordinating operational customers’ service activities, maintenance of customer and financial databases and records and other complex financial and records functions, and analyzing written business agreements and contracts for utility billing and utility record keeping. Positions allocated to this classification reports to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on high level customer service skills and/or technical utility billing work in a multiple service environment.

EXAMPLES OF WORK

• 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.

ESSENTIAL JOB FUNCTIONS

General (all areas): Serves as primary contact for customers, elected officials and agencies, City employees, and clients to answer, screen, research, inform, advise, process and follow-up all customer requests efficiently. Handles inquiries, complaints, and requests. Analyzes customer information to determine deposit requirement. Independently analyzes and/or reconciles complex utility accounting and/or billing system problems. Performs front-end editing of Customer Information System (CIS) data to ensure accuracy and resolve issues. Calculates, prepares and issues basic and routine bills, invoices, account statements and other financial statements according to established procedures. Prepares, prints and verifies accuracy with processing refund checks and/or credit balances. Handles delinquent accounts and resolves customer account disputes. Creates service on/off work orders and coordinates with field personnel to ensure timely completion. Verifies correctness of data input for accurate processing using data reports. Interacts with other departments to ensure appropriate billing of utility services to customers. Learns and complies with organizational, Federal and state policies, procedures, and regulations. Assists in emergency storm situations for service restoration. Correctly applies policies and procedures pertaining to the specific work area. Acts as liaison both internally and externally. Participates in meetings and prepares reports as requested. Attends work on a continuous and regular basis.

GRU Customer Operations:

Analyzes meter reading exception reports and obtains readings. Performs basic and routine financial calculations, such as, stop meters, cross meters, amounts due, interest charges, balances and discounts.

GRUCom:

Analyzes contracts and service agreements to determine classifications, charges, terms and conditions. Performs basic and routine financial calculations, such as, service charges, prorations, amounts due, interest charges, balances and discounts.

NON-ESSENTIAL JOB FUNCTIONS

May act in absence of a supervisor. May provide assistance to other personnel in the analysis and research of financial data and in the preparation of regular and special fiscal reports. Performs other related duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.

EDUCATION AND EXPERIENCE

Graduation from an accredited high school or possession of an acceptable equivalency diploma; and three (3) years of progressively responsible experience in utility billing and public contact or customer service relations(consistent with the needs of the hiring department); or An Associate degree from an accredited college or university with major course work in business administration, public administration, public relations, accounting, finance, or related field; and one (1) year of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department); or A Bachelor degree from an accredited college or university with major course work in business administration, public administration, public relations, accounting, finance, or related field.

CERTIFICATIONS OR LICENSES

Licenses None. Certifications None.

KNOWLEDGE, SKILLS AND ABILITIES

Basic knowledge of financial operations and standard office terminology, procedures, routines, and equipment. Basic knowledge of or ability to learn utilities billing and records policies and procedures. Basic knowledge of new service procedures and regulations. Basic knowledge of credit and collection procedures and regulations. Knowledge of business English, spelling, and commercial arithmetic. Working knowledge of computers and relevant software including, but not limited to, MS Word, Excel, Outlook, Internet Explorer and SAP. Ability to exercise independent judgment, initiative and creativity in decision-making and problem solving. Ability and willingness to work with customers on a daily basis and remain composed in stressful encounters. Ability to use good interpersonal skills and explain complex billing tactfully, courteously, and effectively. Ability to resolve customer complaints and answer inquiries tactfully, courteously, and effectively. Ability to work effectively with co-workers and the general public in a team environment. Ability to organize and perform job duties with minimal supervision. Ability to communicate effectively, both orally and in writing. Ability to understand and follow moderately complex oral and written instructions. Ability to work under pressure and maintain high level of accuracy. Ability to skillfully operate computers and relevant software and other business machines. Ability to perform front-end editing of Customer Information System (CIS) data to ensure accuracy and resolve issues. Ability to analyze, evaluate and resolve complex accounting, billing problems. Ability to make mathematical calculations with reasonable speed and accuracy.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work related environmental conditions.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is often required to sit for prolonged periods of time. May on occasion require lifting, carrying, pushing, and/or pulling less than twenty (20) pounds without assistance.

WORK ENVIRONMENT

May be required to work and attend meetings outside regular business hours. To be considered for this position you must take and pass the

City of Gainesville:

Typing (Passing score is 34WPM; Average Standard Net WPM is the score we go off of) Word Excel

• IF YOU HAPPEN TO FAIL YOUR TESTING, YOU MAY RETAKE THE TEST AS LONG AS IT IS BEFORE THE DEADLINE

• To schedule testing please contact CareerSource North Central Florida by emailing your request. 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 5/6/25

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

• Test scores are good for 1 year
• If you have completed testing in the past year, please ensure your scores are attached to your application before submission!

!

Note:

May Require Assessment(s). May fill multiple positions. May establish an eligibility list. Come join our team! The City of Gainesville offers a competitive benefits package and opportunities to grow both professionally and personally. All ‘regular’ employees are eligible for traditional benefits such as health insurance, life insurance, paid leave, 11 paid a holidays a year, a pension plan and a deferred compensation plan, but we also offer great things like on-site fitness centers, tuition reimbursement, on-site medical staff and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees. Equal Opportunity The City of Gainesville is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities, women and individuals with disabilities are encouraged to apply. Individuals with a disability, who require special accommodations during the selection process, should notify the Human Resources Department at 352-334-5077 or TDD/TTY at 352-334-2292. Veterans’ Preference Veterans are encouraged to apply. Veterans’ Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However, preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position. Section 295.07, Florida Statutes (F.S.) specifies who is eligible for Veterans’ Preference. State of Florida residency is not required for Veterans’ Preference. If you are unable to apply online due to a disability, contact recruiting at or by calling 352-334-5077.