Job Details

Utility Services Specialist

The City of Boise is hiring for Utility Services Specialists on our Utility Billing team! Looking for a stable customer service role with room to grow and flexibility? The Utility Services Specialist is a great opportunity for candidates with experience in retail, food service, call centers, or front-line customer support. In this role, you'll assist utility customers by answering questions, setting up accounts, processing payments, and resolving billing issues. You'll work in a fast-paced, team-oriented environment where strong communication, attention to detail, and problem-solving skills are valued. This position offers the chance to turn your customer service experience into a long-term career supporting the community, with eligibility for a hybrid work schedule.

Why You'll Love This Role Stable, full-time position with consistent hours Eligibility for a hybrid work schedule Customer servicefocused work without sales quotas or upselling Transferable skills welcome - retail, food service, and call center experience are a great fit Clear procedures and training to help you succeed Meaningful public service work that supports the community Opportunities to build skills in billing, accounts, and customer relations

Why Work for the City of Boise?

Top talent deserves top-notch benefits. The City is among the best in the Treasure Valley when it comes to the benefits and perks we offer our employees.

• ZERO premium medical coverage option for you and your family
• PERSI retirement benefits plus 401(k)/457b with employer match
• 10 hours vacation per month (increases with tenure) + 12 paid holidays + 8 hours sick leave per month
• 10 weeks Parental Leave
• Up to $500 annual WellBeing incentive
• Tuition reimbursement and free local bus pass
• Basic Life and Long Term Disability insurance at no cost

Required Knowledge, Experience, And Training

• High school diploma or equivalent and three years of experience working in a call center, utility billing, or customer service environment.

Special Requirements Applicants must be able to pass: - City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation - Credit History Check

Disclaimer: This job posting may close earlier than the listed closing date. If this occurs, a minimum of 24 hours' notice will be provided prior to closing. Applications received for this recruitment may be used to fill similar limited duration or full time vacancies within the City of Boise as they occur.

Essential Functions

Responds with exceptional service to customer inquiries via telephone, email or face-to-face meetings. Provides information verbally or in written form to customers regarding their accounts and updates general customer information accordingly. Opens new utility accounts and collects deposits and payments. Establishes payment arrangements for delinquent accounts in accordance with department procedures. Enters payment information into applicable databases and software systems. Adjusts customer accounts, researches discrepancies and performs general account maintenance to ensure customers are accurately billed. Audits annual water updates for excessive or zero usage. Manages an assigned portfolio of delinquent accounts using department collection practices and procedures. Locates delinquent debtors, sends delinquent notifications and contacts debtors following commercially and legally acceptable collection practices. Interviews debtors to determine their ability to pay, negotiates acceptable payment arrangements and monitors compliance with payment agreements. Documents all accounts activity and maintains records of collections and status of accounts. Researches legal issues involving collection practices and recommends further legal action. Prepares legal forms to be used in involuntary collection procedures. Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Requirements

Additional Required Knowledge, Experience, And Training Knowledge of:

• General business office, bookkeeping and telephone etiquette, equipment and procedures
• Computer usage including related software
• Recordkeeping and filing practices
• General customer service techniques.

Ability to:

• Perform accounting operations
• Communicate effectively with sometimes difficult customers and deal with frequent interruptions
• Plan, organize and prioritize work assignments
• Interpret and explain regulations, policies and procedures under adverse conditions
• Adjust to changing priorities in a fast-paced call center environment
• Communicate effectively in the English language at a level necessary for efficient job performance
• Perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without reasonable accommodation.

Preferred Knowledge, Experience, And Training Associate's degree in accounting, business administration or a related field and five years of experience with first and/or third-party collections. Knowledge of:

• Bankruptcy law and related matters
• Billing rules, regulations and procedures
• Collection procedures and techniques
• Process serving regulations and practices and procedures of bankruptcy and district courts
• Fair Debt Collection Practices and the Fair Credit Reporting Act
• Financial recordkeeping methods, including maintaining, adjusting and making credits and debits to utility accounts; and fiscal recordkeeping.

Ability to converse in Spanish.

Working Conditions

The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Efforts While performing the duties of this job the employee is occasionally lifting/carrying up to 10 pounds. Also, the employee is rarely pushing/pulling up to 10 pounds. The noise level is always moderate. Work includes sensory ability to talk and hear. Work in this position also includes close vision. Employees will sit. Position requires hand/finger dexterity. Working Environment The work environment will include inside conditions.