Sr. Utility Billing Technician Print (https://www.governmentjobs.com/careers/durhamnc/jobs/newprint/4713855) Apply  Sr. Utility Billing Technician Salary $46,093.00 - $71,532.00 Annually Location Durham, NC Job Type Full time with benefits Remote Employment Flexible/Hybrid Job Number 24-05154 Department Water Management Opening Date 11/05/2024 Closing Date Continuous + Description + Benefits + Questions 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: $46,093- $56,036 Work Day/Hours: 8:00 a.m. - 5:00 p.m. (Please note that the first 6 months of training will be done in the physical office, and then may transition to the flexible work schedule based on proficiency with the duties and tasks) The City of Durham’s Department of Water Management (DWM) (https://www.durhamnc.gov/944/Water-Management) provides critical water and sewer services to the 309,000 plus residents of Durham. In order to deliver these services, more than 375 talented, dedicated employees 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 of 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! These roles work in fast-paced environment serving water and sewer customers within the City of Durham and is devoted to providing cashiering, customer service and utility billing for utility customers and related City services using MUNIS Enterprise Resource Planning software. Position provides for the billing and collection of monies from utility customers and/or resolve customer service complaints. As assigned, work may include, reviewing billing for accuracy and withholding accounts with issues; adjusting bills and reconciling adjustments due to repairs; placing service orders for service stops and starts; balancing, refunding and/or writing off accounts; processing returned checks and letters of credit; resolving customer complaints and issues via phone or in person; and reviewing reports, reconciling account activity and processing account adjustments. Position will use MUNIS, to create and close accounts, create payment arrangements, review usage and billing, coordinate service orders and provide other information as requested by customers. A major part of this job involves investigation and analysis of accounts involving a variety of billing issues or complaint resolution using independent judgment & initiative. This role is highly interactive with the public, involves detailed & accurate recordkeeping and requires the ability to learn MUNIS billing software as well as the MS Office Suite and other software packages such a s Cityworks. Duties/Responsibilities + Sets up new customer accounts; reviews account and payment information; withholds billing for accounts with issues; creates service requests; balances, refunds, and/or writes-off accounts; reconciles account activity; processes returned checks and letters of credit; and contacts account holders to request payments. + Performs general office and customer support activities including responding to inquiries and complaints in person, via phone or online; troubleshoots basic and routine technology issues and reports complex issues to higher level staff. + Updates information in databases and online systems; gathers, compiles, verifies, and reconciles information; and reviews work for accuracy and completeness. Minimum Qualifications & Experience + High School Diploma or Equivalent (GED, HiSET, TASC) + Three years of billing and/or customer service experience. Additional Preferred Skills + Team player who works effectively with others + Effective written and oral communication; + Proficient with computers and office software systems + Math skills to perform basic arithmetic calculations rapidly and accurately + Initiative to solve problems through analysis & research and follow up to completion + Focus on customer service while maintaining procedural integrity + Work independently and make routine decisions within established guidelines + Bilingual, Spanish-English, Bilingual employees may qualify for incentive pay Benefits – General Full-Time Employees + 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 Benefits - Part-Time (1,000 hours or more per year) + 401(k) retirement plan (5.0% of salary) + State retirement plan Benefits Part-Time (Average 30 hours per week over 12 month period) + 401(k) retirement plan (5.0% of salary) + State retirement plan effective first day of the month following date of hire + Health insurance effective first day of the month following date of hire + Dental and life insurance, after one year of service + Pro-rated vacation, pro-rated sick, pro-rated floating holiday, parttime holiday pay (based on scheduled hours for that day) after one year of service 01 Where did you first hear about this opportunity? + City of Durham Website + Walk in + Job fair + Employee referral + Professional organization ***Please list the organization in "other" box below*** + Internet posting ***Please list the specific web site in the "other" box below*** + Craig's List + Facebook + LinkedIn + GlassDoor + governmentjobs.com + Monster.com + Indeed.com + Employment Security Commission + Magazine/Newspaper + Other 02 If you listed "other" above please give specific web site, organization, or publication. 03 Please select your highest level of COMPLETED education. + Less than a High School Diploma or Equivalent (GED, HiSET, TASC) + High School Diploma or Equivalent (GED, HiSET, TASC) + Associates Degree + Bachelor's Degree + Master's Degree + PhD or Juris Doctorate 04 How many years of related experience do you have in a fast-paced customer service/billing environment with extensive public contact? + No related experience + Less than 1 year of related experience + 1 year but less than 3 years related experience + 3 years but less than 5 years related experience + 5 or more years related experience 05 How much experience do you have working in a contact/call center environment? + No related experience + Less than 1 year of related experience + 1 year but less than 3 years related experience + 3 years but less than 5 years related experience + 5 or more years related experience 06 Are you proficient in the Spanish language (speak, read, and write)? + Yes + No 07 How would you expect to do if we tested your ability to perform basic arithmetic calculations accurately? + No experience + Beginner level + Intermediate level + Advanced level + Expert level 08 How would you expect to do if we tested your ability level with MS Office applications such as Excel, and Word? + No experience + Beginner level + Intermediate level + Advanced level + Expert level 09 Please list any other computer applications you are proficient with: (Such as billing applications, financial applications, or other work based computer applications) If no other applications, please put N/A 10 Do you have any experience with MUNIS (ERP System)? + Yes + No 11 Please briefly describe a workplace investigation and analysis of a problem with an accounts/billing issue, or customer complaint, that you resolved. If no work experience in this area, please put N/A 12 This position involves taking and resolving calls that come in to your station (with an average of 50+ calls per day). Is this work environment acceptable to you? + Yes + No 13 What volume of daily customer calls have you previously had experience handling? + No experience handling customer calls + Less than 10 calls per day + Between 10 and 40 calls per day + Between 40 and 70 calls per day + Between 70 and 100 calls per day + More than 100 calls per day 14 Do you have experience in a work environment where multi tasking was part of your position? + Yes + No 15 Please briefly describe your work experience where you were multi tasking: If no experience multi tasking, please put N/A 16 Please note that the first 6 months of training will be done in the physical office, and then may transition to the flexible work schedule based on proficiency with the duties and tasks. Are you OK with this schedule? + Yes + No Required Question