• Job Description

  Req#: 4849175
  
  
  
  
  
  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.
  • 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.
  • Associate’s degree or equivalent in business administration, accounting, or a related field
  • Two years of billing and/or customer service experience.
    
  • 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

• About the company

  Local municipal government for the City of Durham, North Carolina. For Durham One Call service requests, visit http://DurhamNC.gov, download the smartphone app in the Apple or Google Play stores, or call (919) 560-1200.

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