The City of Gainesville employs more than 2,200 individuals, ranging in positions from creatives to critical infrastructure engineers to financial gurus. The city offers many unique career opportunities across its two major employment divisions — General Government and the City of Gainesville’s utility service provider, Gainesville Regional Utilities. 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: 5040 GRU - GRUCom NOC Salary Range Minimum: $17.89 Salary Range Maximum: $25.04 Closing Date: 12/10/2022 Job Details: We are seeking for candidates eager to assist our GRUcom customers in a call center environment. You will be assisting customers in planning and accessing services in a 24/7/365 call center. The primary function of this job is to provide basic instructions to determine connectivity to GRUCom’s network for GRUCom’s customers, which includes monitoring trouble alarms and creating trouble tickets. This is a part-time position (20hrs/week) in a 24/7/365 call center; Some overnight and weekend shifts will be required. No shift differential pay! This is a 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. Job Description: NATURE OF WORK 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. EXAMPLES OF WORK** 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. NON-ESSENTIAL JOB FUNCTIONS Performs other related duties as assigned. 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. NOTES Typing at a speed acceptable to department needs may be required. Depending on area of assignment, may be required to perform dictation/transcription duties. SELECTION FACTORS 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. Human Resources Department: Signed Original on File in Human Resources / 10-8-09 Date ** 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. REVISION DATE: 7/14/2008; 7/27/2009 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, interest free loans for purchase of fitness equipment, on-site medical staff and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees. If you are unable to apply online due to a disability, contact recruiting at HR@cityofgainesville.org or by calling 352-334-5077.