It’s a great time to join the City of Boulder!
Application Deadline:
November 23, 2026
Compensation Details:
Hiring Range
23.58 - 34.19
This is a full-time hourly position.
Scheduled Weekly Hours:
40
Benefit Eligibility Group:
BMEA (20+ Hours)
Locate the Benefit Eligibility Group value on the Employee Benefit Eligibility document to identify the benefits offered for this job.
Job Description Summary:
Under general supervision, provides billing account services and exceptional customer service for both the Utility Billing and the Transportation Maintenance Fee (TMF) billing programs. This role collaborates closely within a team and across other work groups and is responsible for explaining monthly utility and TMF billing, processing payments, and analyzing billing anomalies. Additionally, this role assists the public and city staff in understanding relevant city codes, water budgets, TMF policies, resource efficiency, and billing procedures.
Job Description:
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serves as a primary customer contact for Boulder’s approximately 30,000 Utilities water customers and works as part of a team to provide customer account support and analysis.
- Responds to inquiries related to the transportation maintenance fee.
- Maintains the integrity of Customer Information System (CIS) data. Assists with testing, set-up and troubleshooting of billing system enhancements for CIS. Ensures the protection of personally identifiable information (PII) and other data according to Colorado Open Records Act (CORA) and Red Flag Laws.
- Provides account information, answer questions, and reports problems associated with customer account payments, refunds, payment arrangements, fees and credits, account history, and maintains relevant documentation.
- Provides technical support and instruction for customers using the customer portal website to access account information or pay bills.
- Receives and processes customer payments in person, by mail, and over the phone.
- Assists in administering and implementing the city’s utilities and TMF collections policies. Works in close conjunction with other workgroups to coordinate shut offs and applies appropriate discretion to associated operations.
- Prepares account information with a high attention to detail and provides a variety of administrative support functions to process and maintain records for utility billing and TMF transactions.
- Educates customers on water conservation, leak detection, backflow practices, and transportation maintenance projects in accordance with the city’s policies and procedures.
- Implements the city’s water budget rules, which includes explaining the billing methodology for the city’s three utilities and answering questions about individualized water budgets and the rate structure.
- Collaborates closely with Utilities Maintenance Field Services and the Finance department to ensure accurate, timely customer billing and revenue collection.
- Processes meter infrastructure data received from field operations to determine account changes and initiate field investigations when necessary.
- Supports the efforts of a customer service-oriented organization devoted to operational excellence. Works in a collaborative manner to foster teamwork with other city departments and divisions.
- Assists in identifying and analyzing problems as well as helping to develop solutions to facilitate process improvements and ensure accounting best practices and applicable regulations, including water budget rules and city code, are followed.
- Participates in professional training and development.
- Performs related duties as required to meet the needs of the city.
MINIMUM QUALIFICATIONS
- Ability to adjust own processes and actions to achieve shared goals.
- Ability to be open minded to new ideas and methodologies.
- Ability to creatively problem solve issues of varying complexity under tight deadlines, ambiguity, and limited resources by effectively defining problems, gathering appropriate , and collaborating respectfully to find resolutions that support city financial policy guidance and departmental operational success.
- Ability to navigate changing priorities and evolving approaches. Ability to link short-term planning with (strategic) task-oriented thinking to anticipate future consequences of current tactics.
- Ability to pay close attention to detail, accurately explain complex billing procedures.
- Ability to perform basic business calculations.
- Ability to process financial transactions accurately and reconcile daily balances.
- Ability to receive candid performance feedback and participate in open dialogue with supervisor and peers regarding team dynamics and work plan progress.
- Ability to take proper safety precautions to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Use all required safety equipment and follow all safety regulations, policies and procedures. Report all accidents and damage to city property.
- Ability to use computers, multiple software interfaces (including financial, billing, Geographic Information Systems (GIS), and asset management systems), file transfer protocols, and standard programs like Word, Excel, Adobe Acrobat and Outlook.
- Ability to work confidently and professionally with others.
- Ability to work independently, prioritize tasks, and meet tight deadlines while managing frequent interruptions in a fast-paced environment.
- Ability to work through conflict and differences of opinion.
- Skill in compassionate empathy, patient boundary-setting, and socially perceptive interactions.
- Skill in effective verbal and written communication, with a proven ability to de-escalate sensitive or difficult customer situations using empathy, courtesy and professional maturity while remaining task focused.
- Skill in fostering a high-trust, collaborative environment, building lasting professional relationships across city departments, and working confidently with peers and community members
- Skill in organization. Ability to map processes, track progress, meet deadlines, and manage multiple priorities effectively. Ability to perform functions dependably and reliably.
- Must successfully pass a background check before first day of work and maintain acceptable screening.
PREFERRED QUALIFICATIONS
- Ability to read, write and speak Spanish, as a second language, in a professional capacity for communication objectives.
- Knowledge of and experience in a large-volume call center, automated call distribution, GIS mapping, or asset management.
- Knowledge of and experience in utility billing or accounts receivable.
- Bachelor’s degree in Business Administration, Accounting, or related field.
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
- Associate’s degree in Accounting, Business Administration, or related field; or equivalent of four (4) years related experience may substitute for the education requirement only.
- Two (2) years professional work experience, that includes one (1) year of work experience in business administration, accounting, customer service or payment processing field.
SUPERVISION
Supervision Received: Billing Services Supervisor
Supervision Exercised: None
WORKING CONDITIONS AND REQUIREMENTS
- Physical and Mental Effort: Sufficient clarity of speech and hearing or other communication capabilities that permits effective communication on the telephone and in person. Sufficient vision or other powers of observation that permits the review, evaluation and preparation of a variety of written documents and materials. Sufficient manual dexterity that permits the operation of computers and other office equipment. Sufficient personal mobility and physical reflexes, which permits work in an office setting. Work may include extended periods of time viewing a monitor and operating a keyboard. Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.
- Work Environment: Works primarily in a home or an office setting. Must be able to perform effectively in environments with continuous interruptions and varying noise levels.
- Machines and Equipment Used: Standard office equipment including computers, headsets, calculators, multi-function printers, and check scanner.
As part of the City of Boulder’s commitment to a future with equitable access to health, prosperity, and fulfillment that is not limited by a person’s race, ethnicity, age, gender, ability, religion, sexuality, or socioeconomic status, it is the city’s policy to provide equal employment opportunity (EEO) for all individuals. The city does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local law or policy.
