Customer Service/Billing Specialist

Town of Danvers•Danvers, MA

21h

About The Position

The Town of Danvers is hiring a Customer Service/Billing Specialist in its DPW Business Division. The role performs customer service, utility billing, and account maintenance functions to support accurate and timely billing across multiple utility services. It involves examining and evaluating the facts and circumstances of individual problems, situations, and transactions, then determining appropriate actions within standard or accepted practices. The position’s contacts are primarily members of the public and coworkers. Interactions require tactful explanation and interpretation of practices, procedures, regulations, and guidelines to provide service, coordinate work, resolve operational problems, and assist dissatisfied customers. The role also involves access to limited sensitive or confidential records, which must be handled according to established protocols. The position is 35 hours per week, with a schedule of Monday through Wednesday, 8 a.m.–4 p.m.; Thursday, 8 a.m.–7 p.m.; and Friday, 8 a.m.–noon. It is a union position. The pay scale starts at $30.75 per hour and progresses through a step system to a maximum of $39.98 per hour; the hiring rate depends on qualifications. Applications are accepted until the position is filled, with the first review on November 17, 2026.

Requirements

High school diploma or equivalent.
One to three years of related experience.
Proficiency with computers and Microsoft Office Suite.
Commitment to service excellence and to embodying the Town’s core values of inclusion, integrity, accountability, positivity, and collaboration.

Nice To Haves

Experience with Munis and other financial software is strongly preferred.

Responsibilities

Perform customer service, utility billing, and account maintenance functions.
Help ensure accurate and timely billing across multiple utility services.
Examine and evaluate facts and circumstances surrounding problems, situations, and transactions, and determine appropriate actions within standard or accepted practices.
Explain and interpret practices, procedures, regulations, and guidelines to members of the public and coworkers.
Provide service, coordinate work efforts, resolve operating problems, and assist dissatisfied customers.
Handle limited sensitive or confidential records in accordance with established protocols.