Job Information
City of Durham Utility Billing Specialist in Durham, North Carolina
Utility Billing Specialist
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Utility Billing Specialist
Salary
$49,026.00 - $76,066.00 Annually
Location
Durham, NC
Job Type
Full time with benefits
Job Number
24-04712
Department
Water Management
Opening Date
01/18/2024
Closing Date
7/3/2024 11:59 PM Eastern
Description
Benefits
Questions
Position Description
Work, Serve, Thrive. With the City of Durham
Advance in your career while making a real difference in the community you serve.
Hiring Range: $ 49,026 - $59,613
Work Day/Hours: M-F 8:00 - 5:00 (40 hours per week)
The City of Durham’s Department of Water Management (DWM) wants YOU to join our team of more than 380 talented and dedicated employees that provide critical water and sewer services for Durham’s 309,000 plus residents. Not only do we deliver the Best Tasting Water in the state to our customers each and every day, but we also make sure that the wastewater leaving our facilities is carefully treated to protect the environment. If you have a passion for managing vital water resources, protecting the environment, providing excellent customer service, join our team and lend your expertise to the Department of Water Management’s Finance/Customer Billing Team.
Water Management is seeking a high-performing professional with attention to detail and a commitment to excellent customer service. This position is devoted to providing cashiering, customer service, and utility billing for utility customers and related City services. Provides quality assurance to the team, dealing with escalated customer complaints, as well as providing support for complex billing issues.
Responsible for compiling data and preparing monthly reports; auditing daily billing activities and performing quality control; communicating with customers to resolve escalated issues; providing training to staff based on quality control results; assisting the supervisor with facilitation of team; and monitoring status of formal customer service requests placed through the City’s enterprise Customer Service function.
Duties/Responsibilities
Performs quality control duties and audits daily billing activities to ensure compliance with applicable standards, policies, and procedures; tracks performance metrics; monitors service calls and other staff activities; monitors customer service requests; identifies and addresses system or user errors; provides training; and collaborates with supervisor to address performance issues.
Performs office and customer support activities, including responding to and addressing complex or escalated inquiries and complaints in person, via phone or online systems; makes recommendations to improve operational processes; assists the supervisor with facilitating team operations; and troubleshoots basic and routine technology issues and reports complex issues.
Prepares and maintains reports, training manuals, records, logs, and other documentation; updates and maintains databases and online systems; gathers, compiles, verifies, reconciles, and/or presents information; identifies and resolves informational discrepancies; reviews work and the work of others to ensure accuracy, completeness, and compliance with applicable policies and procedures.
Minimum Qualifications & Experience
Associate’s degree or equivalent in business administration, accounting, or a related field
Two years of billing and/or customer service experience.
Additional Preferred Skills
Provide customer service while maintaining procedural integrity
Math aptitude to perform arithmetic calculations rapidly & accurately
Proficient with computer software systems
Works independently w/the ability to make routine decisions within established guidelines
Ability to speak and read Spanish
Benefits – General Full-Time Employees
11-12 paid holidays per year
12 standard work days of vacation per year
12 standard work days of sick leave per year, which accumulates indefinitely; sick leave may be used toward early retirement
2 weeks paid military leave per year
Medical, dental, vision, and supplemental life insurance plans
State and City retirement plans
Short and long term disability plans
Paid temporary disability leave for specified conditions
City contribution of 10.15% into the N.C. State Retirement System
Paid funeral leave
Employee Assistance Program - personal and family counseling
Paid life insurance equal to annual salary
48 hours for volunteer work each year*
4 hours parental leave each year
Workman's Compensation Insurance
457 Deferred Compensation Plans
Benefits - Part-Time (1,000 hours or more per year)
401(k) retirement plan (5.0% of salary)
State retirement plan
Benefits Part-Time (Average 30 hours per week over 12 month period)
401(k) retirement plan (5.0% of salary)
State retirement plan effective first day of the month following date of hire
Health insurance effective first day of the month following date of hire
Dental and life insurance, after one year of service
Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service
01
Where did you first hear about this opportunity?
City of Durham Website
Walk in
Job fair
Employee referral
Professional organization Please list the organization in "other" box below
Internet posting Please list the specific web site in the "other" box below
Craig's List
Facebook
LinkedIn
GlassDoor
governmentjobs.com
Monster.com
Indeed.com
Employment Security Commission
Magazine/Newspaper
Other
02
If you listed "other" above please give specific web site, organization, or publication.
03
Please select your highest level of COMPLETED education.
Less than a High School Diploma or Equivalent (GED, HiSET, TASC)
High School Diploma or Equivalent (GED, HiSET, TASC)
Associates Degree
Bachelor's Degree
Master's Degree
PhD or Juris Doctorate
04
How many years of related billing and/or customer service experience do you have?
No related experience
Less than 1 year of related experience
1 year but less than 2 years related experience
2 years but less than 6 years related experience
6 or more years related experience
05
Please describe your experience in detail including your role with billing, ERP, or Customer Service Computer Systems: If no experience with these systems, please put N/A
06
Do you have experience with other billing, ERP, or Customer Service Computer Systems? Please list the names and years of experience. If no experience, please put N/A
07
Are you able to perform arithmetic calculations rapidly and accurately?
Yes
No
08
How would you expect to do if we tested your ability level with MS Office applications such as Outlook, Word, and PowerPoint?
No experience
Beginner level
Intermediate level
Advanced level
Expert level
09
How would you expect to do if we tested your ability level with MS Excel?
No experience
Beginner level
Intermediate level
Advanced level
Expert level
10
How would you rate your experience with Enterprise Resource Planning systems (ERP systems...such as MUNIS, Oracle, SAP, etc.)?
No experience
Beginner level
Intermediate level
Advanced level
Expert level
11
Do you have any experience with MUNIS (ERP System)?
Yes
No
Required Question