Utility Billing Supervisor: Lead Billing & Payments

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

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.