Sr. Utility Billing Technician
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Sr. Utility Billing Technician
Salary
$46,762.00 - $72,570.00 Annually
Location
1600 Mist Lake Dr., Durham, NC
Job Type
Full time with benefits
Remote Employment
Flexible/Hybrid
Job Number
26-05943
Department
Water Management
Opening Date
05/13/2026
Closing Date
5/21/2026 12:00 AM Eastern
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: $46,762- $56,849
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) wants YOU to join our team of more than 380 talented and dedicated employees that provide critical water and sewer services for Durham's 309,000 plus residents. Not only do we deliver the Best Tasting Water in the state to our customers each and every day, but we also make sure that the wastewater leaving our facilities is carefully treated to protect the environment. We have a wide-ranging variety of positions open to match your skill set - mechanics, engineers, maintenance specialists, technicians, customer billing techs, and much more. If you have a passion for managing vital water resources, protecting the environment, providing excellent customer service, and keeping the water and wastewater in the pipes, 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 billing 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 billing software 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 billing software as well as the MS Office Suite and other software packages such as 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
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
11
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
12
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
13
Do you have experience in a work environment where multi tasking was part of your position?
Yes
No
14
Please briefly describe your work experience where you were multi tasking: If no experience multi tasking, please put N/A
15
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
