Utility Billing Supervisor

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: $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.

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.

Associate's degree in business administration, accounting, or a related field

Three years of billing experience

Supervisory experience

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

12-13 paid holidays per year

13 standard work days of vacation per year

13 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 13.6% 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

401(k) retirement plan (5.0% of salary)

State retirement plan

401(k) retirement plan (5.0% of…