Job Description

Posting number: 26-06076

Department: Water Management

Job classification: Utility Billing Supervisor

Posting type: Open

Categories: Administration, Administrative Assistant, Water Treatment, Water Agency, Wastewater, Utilities, Customer Service, Office and Administrative Support

Work, Serve, Thrive. With the City of Durham
Advance in your career while making a real difference in the community you serve.

Hiring Range: $58,373. -$64,356
Hours: 8:30 am -5:00 pm

More than 300 talented, dedicated employees in the City of Durham's Water Management Department 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 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!

Due to promotion, the Department of Water Management is seeking a responsible and enthusiastic professional with a strong work ethic, proven leadership skills, and a collaborative approach to join our fast-paced Utility Business Services team in a supervisory role. This highly visible position is responsible for supervising staff who perform a variety of customer service, cashiering, and payment processing functions, including researching and resolving payment discrepancies. The position also partners with Meter Services and other internal teams to support activities related to the connection and disconnection of water services. Key responsibilities include monitoring procedures and workflows; coordinating staff schedules and assignments; resolving escalated customer, billing, and payment issues through research and application of City policies and procedures; conducting performance evaluations and addressing employee relations matters; preparing productivity and operational reports; and monitoring the quality, accuracy, and quantity of work performed by assigned staff.

Examples of duties

• Supervises Utility Business Services staff by planning and assigning work; monitoring performance and productivity; participating in interviewing and hiring; and providing training, coaching, and performance feedback.
• Provides staff training and development through orientation, on-the-job training, skills evaluations, mentoring, and individual development plans.
• Oversees daily Utility Business Services operations, including billing and payment research, account modifications, financial adjustments, and other billing transactions; develops and implements procedures and ensures compliance with applicable policies, standards, and regulations.
• Serves as an escalation point for complex or sensitive customer and staff issues; investigates billing and payment disputes, reviews account activity, processes or approves appropriate adjustments, and communicates resolutions.
• Supports customer service operations by identifying opportunities to improve policies, procedures, workflows, and service delivery and collaborating with internal departments and external partners.
• Prepares and maintains operational reports and records, including productivity reports, meeting documentation, databases, and other required records; reviews information and staff work for accuracy, completeness, and compliance.
• Develops operational and budgetary recommendations and assists with implementing improvements to support departmental goals.
• Performs other duties of a similar nature and level as assigned.

Qualifications

• Associate’s degree in business administration, accounting, or a related field
• Three years of billing experience
• Supervisory experience

Supplemental information

• Valid, unrestricted, North Carolina driver's license "or" if you currently have another state driver's license, must be willing and able to obtain a valid NC driver's license within 60 days of hire.
• 5+ years’ billing experience
• 3+ year's supervisory experience
• Minimum of three (3) years of experience in cashiering or cashiering operations.
• Intermediate to advanced experience with CCS Oracle
• Intermediate experience with Cisco Finesse
• Advanced Microsoft Office skills