About Our Job

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose — for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.

What We Offer

The City and County of Denver offers a competitive salary commensurate with education and experience. The starting salary range for this position is $23.33 - $27.00/hour based on experience and education.

We also offer generous benefits for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service

• 457B Retirement Plan

• 140 hours of PTO earned within first year + 11 paid holidays, 1 personal holiday and 1 volunteer day per year

• Competitive medical, dental and vision plans effective within 1 month of start date

Location

In this position you can expect to work on site at Denver Wastewater Management 5 days per week.

What You’ll Do

The Department of Transportation and Infrastructure (DOTI), through its employees, enhances the quality of life in Denver by efficiently delivering effective, high quality, safe and equitable public infrastructure, and services. For more information, please visit the DOTI website.

DOTI’s Commitment to Equity:

• DOTI is committed to providing attention and resources to the areas, assets and people of the city with the greatest need.  Through equitable contracting, equitable investments, and equitable workforce development.

• DOTI’s culture revolves around four key principles: (1) Invest in Our People, (2) Operate with Discipline, (3) Use Data to Drive Decisions, and (4) Deliver Results.

DOTI’s Solid Waste Management Team is currently hiring a Utility Billing Specialist Lead. As a Utility Billing Specialist Lead, you will:

• Train new employees in the billing, customer service processes and procedures and ensures they have access to all resources and standard operating procedures.

• Create new accounts discovered through internal research. Initiates cycle billing runs for specific billing and forwards reports to manager and accounting team.

• Communicate crucial updates or changes in policies and procedures to team.

• Investigate and responds to customer concerns and complaints, including responding to and resolving difficult or sensitive citizen or business inquiries and complaints regarding utility billing transactions.

• Develop or modifies work plans, methods, and procedures, determines work priorities, and develops work schedules to provide adequate staff coverage.

• Assign and distribute work, review work for accuracy and completeness. Update the supervisor on errors, status, or issues as needed.

• Contribute to the development of the performance enhancement plan, documents performance, provides performance feedback, and furnishes information for the formal performance evaluation.

• Document situations which may be cause for disciplinary action and provides this information to the supervisor.

• Performs other related duties as assigned.

What You’ll Bring

We are seeking proactive individuals with a commitment to continuous process improvement and a meticulous attention to detail. The ideal candidate for this role should be able to work independently with minimal guidance, while also thriving in collaborative environments.

Our ideal candidate possesses some or all the following experience, skills, and characteristics:

• Experience and knowledge in billing processes and procedures

• Customer-Focused: Engages with customers in a friendly, professional manner, efficiently resolves issues, and possesses in-depth knowledge of products and services

• Problem-Solving: Identifies problems; determines accuracy and relevance information; uses sound judgment to generate and evaluate alternatives and to make recommendations.

• Attention to Detail: Ensures accuracy in all aspects of work, from documentation to billing and customer interactions.

• Team Collaboration: Works well with others to achieve shared goals and contribute to a positive wo