Work, Serve, Thrive. With the City of Durham
Advance in your career while making a real difference in the community you serve.Hiring Range: $46,762- $56,849Work Day/Hours: 8:00 a.m. - 5:00 p.m.(Please note that the first 6 months of training will be done in the physical office, and then may transition to the flexible work schedule based on proficiency with the duties and tasks)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. We have a wide-ranging variety of positions open to match your skill set – mechanics, engineers, maintenance specialists, technicians, customer billing techs, and much more. If you have a passion for managing vital water resources, protecting the environment, providing excellent customer service, and keeping the water and wastewater in the pipes, bring your skills and talent to Durham! These roles work in fast-paced environment serving water and sewer customers within the City of Durham and is devoted to providing cashiering, customer service and utility billing for utility customers and related City services using billing software.
Position provides for the billing and collection of monies from utility customers and/or resolve customer service complaints. As assigned, work may include, reviewing billing for accuracy and withholding accounts with issues; adjusting bills and reconciling adjustments due to repairs; placing service orders for service stops and starts; balancing, refunding and/or writing off accounts; processing returned checks and letters of credit; resolving customer complaints and issues via phone or in person; and reviewing reports, reconciling account activity and processing account adjustments.
Position will use billing software to create and close accounts, create payment arrangements, review usage and billing, coordinate service orders and provide other information as requested by customers. A major part of this job involves investigation and analysis of accounts involving a variety of billing issues or complaint resolution using independent judgment & initiative.
This role is highly interactive with the public, involves detailed & accurate recordkeeping and requires the ability to learn billing software as well as the MS Office Suite and other software packages such as Cityworks.
- Sets up new customer accounts; reviews account and payment information; withholds billing for accounts with issues; creates service requests; balances, refunds, and/or writes-off accounts; reconciles account activity; processes returned checks and letters of credit; and contacts account holders to request payments.
- Performs general office and customer support activities including responding to inquiries and complaints in person, via phone or online; troubleshoots basic and routine technology issues and reports complex issues to higher level staff.
- Updates information in databases and online systems; gathers, compiles, verifies, and reconciles information; and reviews work for accuracy and completeness.
- High School Diploma or Equivalent (GED, HiSET, TASC)
- Three years of billing and/or customer service experience.
- Team player who works effectively with others
- Effective written and oral communication;
- Proficient with computers and office software systems
- Math skills to perform basic arithmetic calculations rapidly and accurately
- Initiative to solve problems through analysis & research and follow up to completion
- Focus on customer service while maintaining procedural integrity
- Work independently and make routine decisions within established guidelines
- Bilingual, Spanish- English, Bilingual employees may qualify for incentive pay
