Business Support Representative

Working for Denver Water offers a rewarding and comprehensive employment experience marked by exceptional benefits and a strong organizational culture. Employees enjoy a robust 401(k) plan with employer contributions, a secure pension fund to support long-term financial well-being, and high-quality benefits that include a generous PTO package as well as medical, dental, and vision coverage.

At the heart of Denver Water’s workplace are its core values: vision, integrity, passion, excellence, and respect. These principles guide every aspect of the organization, fostering a collaborative and purpose-driven environment where employees are empowered to make a meaningful impact on the community and the future of water sustainability.

Position Summary

Under general supervision, performs a variety of billing, account maintenance, and scheduling activities in accordance with established procedures. Uses sound judgment to interpret and apply procedures while accurately completing transactions. Maintains a strong focus on data integrity and documentation accuracy while meeting service and timeliness goals to deliver high-quality customer service to both internal and external customers. Demonstrates a thorough understanding of Denver Water's processes, procedures, billing systems, and programs to effectively support daily operations.

Essential Duties and Responsibilities

• Review, analyze, and investigate service records, customer accounts, and system reports to identify the cause of billing and account issues. Update customer records, correct data discrepancies, and process billing adjustments to ensure accurate account maintenance and billing practices.
• Research, track, and resolve routine to moderately complex customer account and billing issues. Follow up on unresolved items and ensure timely and satisfactory resolution.
• Reconcile customer consumption and billing records by performing mathematical and accounting calculations. Explain billing discrepancies, process account adjustments, waive fees when authorized, and ensure actions are consistent with departmental policies and customer service standards.
• Identify, research, and resolve account-related issues using available systems, reports, and resources. Document findings and escalate trends, recurring issues, or operational concerns to leadership as appropriate.
• Review and maintain financial and non-financial customer account data within the Customer Care and Billing system (CC&B). Verify data accuracy, process account updates, create service and maintenance orders, and perform necessary account maintenance activities.
• Monitor customer billing accounts and take corrective action to address errors, inconsistencies, or account exceptions.
• Meet established service, productivity, quality, and timeliness standards while providing effective customer support to internal and external customers.
• Assist with onboarding, training, and mentoring less tenured employees by sharing knowledge, providing guidance, and serving as a resource for operational questions.
• Schedule and coordinate appointments, service requests, and related activities to ensure timely and efficient operations.
• Perform other related duties as assigned.