Work, Serve, Thrive. With the City of Durham
Advance in your career while making a real difference in the community you serve.Hiring Range: $46,093- $56,036Work 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) provides critical water and sewer services to the 309,000 plus residents of Durham. In order to deliver these services, more than 375 talented, dedicated employees work to keep safe drinking water flowing throughout the City and manage wastewater effectively. We lead long-term water and wastewater planning and infrastructure development, regularly treat and test systems for environmental compliance, and engage the public in water conservation to ensure all of our customers have clean, safe water every time they turn on the tap. If you share our passion for managing vital water resources, 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 MUNIS Enterprise Resource Planning 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 MUNIS, 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 MUNIS billing software as well as the MS Office Suite and other software packages such a s 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
