Utility Billing Specialist

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　　Utility Billing Specialist

　　Salary

　　$42,650.00 - $65,636.00 Annually

　　Location

　　Durham, NC

　　Job Type

　　Full time with benefits

　　Job Number

　　24-04712

　　Department

　　Water Management

　　Opening Date

　　01/18/2024

　　Closing Date

　　2/1/2024 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: $42,650.00 - $46,119.30

　　Work Day/Hours: M-F 8:00 - 4:30

　　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

　　Health Insurance

　　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