Key Accounts Rep

Job Description

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, manages Denver Water’s Key Accounts, including City and County of Denver and Master Meter accounts. Responsible for the monthly billing and account maintenance of Key Accounts representing more than $3 million in monthly revenue, ensuring billing accuracy, timely account updates, and data integrity within Customer Care and Billing (CCB). Serves as a primary point of coordination with the City and County of Denver, district billing partners, and internal departments to resolve billing and account-related matters and maintain effective working relationships.

Essential Duties and Responsibilities

• Manage Denver Water’s Key Accounts, including City and County of Denver and Master Meter accounts, serving as a primary point of contact for billing, account maintenance, customer inquiries, and operational needs. Maintain effective working relationships with the City and County of Denver, district billing partners, internal departments, and external stakeholders.
• Manage monthly billing for Key Accounts representing more than $3 million in monthly revenue. Analyze and reconcile account consumption, billing, meter data, and related records; identify and resolve discrepancies; process payments and appropriate billing adjustments; waive fees within established authority; and ensure accurate and timely billing.
• Maintain Key Account records and billing information in the Customer Care and Billing (CCB) system. Update and verify account information, meter data, billing configurations, service records, ownership information, reports, and other data points to ensure data integrity, accurate billing, and complete and reliable customer records across the Denver Water customer base.
• Coordinate cross-functionally on Key Account meter, equipment, and project needs, including scheduling, monitoring, and tracking equipment maintenance, meter testing, and repairs with Meter Shop and Field Services. Partner with Engineering on Master Meter and distributor projects, providing account, meter, billing, consumption, and customer information and coordinating activities that impact Key Accounts.
• Represent Denver Water as a primary point of contact for Key Accounts and other customers by handling customer inquiries, complaints, problem solving, troubleshooting, research, billing inquiries, payment processing and investigation, escalated contacts, and complex account issues. Provide timely follow-up, focus on first-contact resolution, and deliver high-quality, fair, and equitable service to internal and external customers.
• Serve as a Customer Care subject matter expert and continuous improvement resource by maintaining broad knowledge of Denver Water operations, Key Account processes, CCB functionality, billing practices, meter operations, and business impacts. Identify and communicate customer trends, process gaps, and data defects; recommend solutions; and assist with implementation, documentation, testing, and training while meeting established service, productivity, accuracy, and quality standards.
• Perform related work as required.

Minimum Qualifications

Education and Experience

• High School Diploma or GED.
• Minimum 3 years of related work experience.
• Any equivalent combination of certifications, education, or experience that provides the required skills, knowledge and abilities for the position.

Licenses, Registration, and Certifications: None

Preferred Skills & Competencies

• Leadership skills.
• Judgment and decision making.
• Organization and time management skills.
• Microsoft Excel
• Billing process.
• Customer service.
• Interpersonal relations.
• Data entry