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.

• Stable, full-time position with consistent hours
• Eligibility for a hybrid work schedule
• Customer service–focused 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

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 Well Being incentive
• Tuition reimbursement and free local bus pass
• Basic Life and Long Term Disability insurance at no cost

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.

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

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

• 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…