Utility Billing Specialist II

Utility Billing Specialist II

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. 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 II. As a Utility Billing Specialist II, you will:

• Processes complex billing for solid waste accounts; processes delinquencies, collections, and late charges. Maintains name changes on billing reports; provides customer data in custom reports and other information to departments.
• Perform extensive map and technical research identifying parcel changes which impact the accounts and charges using Addressing, GIS tools and Assessor information. Research Assessor Split Packets for parcel history which may span over multiple divisions. Work with the Assessor's and Addressing office to verify parcel/land, parcel numbers, or ownership, and shares information/updates to ensure accurate records.
• Conducts in-depth research to identify changes that can affect utility billing including verification of ownership, re-evaluation of solid waste billing based on changes to Assessor parcel information and address location, demo or construction permits found in Accela.
• Investigates and responds to customer concerns and complaints, including responding to and resolving difficult or sensitive citizen information, municipality inquiries and complaints regarding utility billing transactions.
• Responsible for the data integrity within the billing system, ensuring all data is accurate and up to date, and that multiple fields throughout software program referencing the same information are consistent.
• Educates customers with interpretation and explanation of Solid Waste policy and procedures pertaining to utility billing processes and issues.
• Responsible for educating citizens on the difference between each type of billing and assist with how to make payments.
• Analyzes the type of situation which contributed to the status of charges on the account and determines the correct procedure to address the situation based upon the account history, customer's correspondence and documentation bill to residency and ownership.
• Performs other related duties as assigned.

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:

• Prior accounts management (AP/AR), billing, or similar experience
• 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 work environment.
• Adaptability: Responds well to changes in a fast-paced environment and handles new challenges with flexibility.
• Technical Proficiency: Familiarity with these relevant tools; Salesforce, Microsoft Power BI, Zuora, and Rubicon systems, and additional software necessary to perform duties effectively.

Required Minimum Qualifications

• Education Requirement: Graduation from high school or possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Three (3) years of technical billing analysis experience which must include accounting and explanation of rules, policies, and regulations.
• Education and Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.
• License/Certifications: None

Application Deadline

This position is expected to stay open until July 5th, 2026. Please submit your application as soon as possible and no later than July 5th at midnight to ensure consideration.