Billing Utility Specialist

Job Description

Raleigh Water, a public utilities department of the City of Raleigh, is seeking a part-time Billing Utility Specialist. This role offers direct customer service supporting Raleigh Water's 200,000+ customers. The Billing Utility Specialist will handle billing inquiries, process payments, and resolve account issues in our high-volume contact center.
About You:
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.
About Us:
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, and may qualify for hybrid remote work after six months of demonstrated proficiency. The City offers excellent benefits, generous leave, and retirement contributions.
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.

• Answering inbound calls and respond to customer inquiries about billing, payments, and service requests

• Processing account changes, payment arrangements, and service orders

• Researching and resolving billing discrepancies

• Maintaining accurate customer records in multiple systems

• Providing courteous, efficient service in a fast-paced environment

• Perform other duties as required

Required Education & Experience:
High school diploma or GED; 1 year of customer service experience or related work;
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job
Preferred Education & Experience:
• Experience in contact centers, utilities billing, or similar customer service environments

• Bilingual - Strongly Preferred

Knowledge of:

• Customer service principles and practices

• Basic billing and account management concepts

Skill in:

• Using multiple software applications simultaneously

• Verbal and written communication with customers and coworkers

• Basic problem-solving and critical thinking

• Attention to detail in data entry and account management

• Active listening and empathy for customer situations

Ability to:

• Adapt to new systems and procedures quickly

• Work effectively in a fast-paced, high-volume environment

• Maintain professionalism during challenging interactions

• Remain calm and professional while managing multiple priorities

ADA and Other Requirements:

Work Environment and Physical Effort:
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 Environment:
Work is typically performed in an office or similar indoor environment.

Work Exposures:
Work in this position does not require frequent environmental exposures.
City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.