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 dat a 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…