Billing Utility Specialist

The City of Raleigh is seeking a part-time Billing Utility Specialist to support Raleigh Water's 600,000+ customers. This role will handle billing inquiries, process payments and resolve account issues in our high-volume contact center.

You're a natural problem-solver who stays calm when customers are frustrated. You genuinely enjoy helping people and can juggle multiple computer systems while maintaining a friendly, professional demeanor. You communicate clearly, pay attention to details, and bring positive energy even during busy days.

Raleigh Water serves 600,000 people across seven municipalities. Our Customer Care & Billing Division is a 70-person team providing essential services. You'll work at our Operations Center on Lake Woodard Drive with free parking. This part-time role does not include City benefits.

Hybrid remote work may be available after three months of demonstrated proficiency and is not guaranteed.

Part-time role scheduled Monday - Friday between 8:15 am and 5:15 pm. Weekly hours will vary based on operational needs and candidate availability. Total annual hours may not exceed 1,000 hours.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Answer inbound calls and respond to customer inquiries about billing, payments, and service requests
• Process account changes, payment arrangements, and service orders
• Research and resolve billing discrepancies
• Maintain accurate customer records in multiple systems
• Provide courteous, efficient service in a fast-paced environment

High School diploma or G.E.D. equivalency; 1 to 3 years' experience in customer service, or related field

OR

Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted.

• Experience in contact centers, utilities billing, or similar customer service environments
• Bilingual – (Spanish is a plus)

• Customer service principles and practices
• Basic billing and account management concepts

• Strong verbal and written communication with customers and coworkers
• Comfortable using multiple software applications simultaneously
• Basic problem-solving and critical thinking
• Attention to detail in data entry and account management
  
  Active listening and empathy for customer situations

• Adapt to new systems and procedures quickly
• Remain calm and professional while managing multiple priorities
• Work effectively in fast-paced, high-volume environment
• Maintain professionalism during challenging interactions

Sedentary:
Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.

Work is typically performed in an office or similar indoor environment.

Work in this position does not require frequent environmental exposures. Employees may occasionally be exposed to individuals who are hostile or irate.

City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.