Utility Billing Supervisor

City of Durham; Durham (NC); On-site; USD 58,000 - 64,000; Full time

Job summary

City of Durham is seeking a supervisory professional to lead the Utility Business Services team within the Water Management Department. The role will oversee billing, payment research, and account adjustments, while guiding staff development and process improvements.

Key duties include handling escalations, coordinating with Meter Services, and ensuring compliance with policies. A degree in business or accounting plus several years of billing and supervisory experience are required.

Qualifications

• Associate’s degree in business administration, accounting, or related field.
• Three years of billing experience.
• Supervisory experience.
• Valid, unrestricted North Carolina driver's license or ability to obtain within 60 days.
• 5+ years’ billing experience.
• 3+ years' supervisory experience.
• Minimum of three years of cashiering or cashiering operations.
• Intermediate to advanced CCS Oracle experience.
• Intermediate experience with Cisco Finesse.
• Advanced Microsoft Office skills.

Responsibilities

• Supervises Utility Business Services staff by planning and assigning work, monitoring performance, and coaching.
• Provides staff training and development through orientation, on-the-job training, and evaluations.
• Oversees billing, payment research, account modifications, and financial adjustments and enforces policies.
• Acts as escalation point for complex customer and staff issues and resolves disputes.
• Collaborates with internal teams and partners to improve service delivery.
• Maintains operational reports, productivity records, and databases.
• Develops budget recommendations and supports department improvements.
• Performs other duties of a similar nature as assigned.

Skills

Billing

Supervisory

Customer service

Education

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

Tools

CCS Oracle

Cisco Finesse

Microsoft Office

Job description

Work, Serve, Thrive. With the City of Durham Advance in your career while making a realdifferencein 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.

• 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