Customer Service Support Specialist I for RTS

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:

GG_Transportation: Regional Transit System (RTS) Administration

Salary Range Minimum:

$19.36

Salary Range Maximum:

$27.10

Closing Date:

10/05/2026

Job Details:

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.

Job Description:

SUMMARY

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.

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

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.

NON-ESSENTIAL JOB FUNCTIONS

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 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.

CERTIFICATIONS OR LICENSES

Licenses

Valid State of Florida Driver License required. 

Certifications

None.

KNOWLEDGE, SKILLS AND ABILITIES

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.

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.

WORK ENVIRONMENT

Work is performed in an office environment with moderate noise levels.

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 HR@cityofgainesville.org or by calling 352-334-5077.