Utility Services Specialist

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　　Utility Services Specialist

　　Salary

　　$17.50 Hourly

　　Location

　　Boise City Hall, ID

　　Job Type

　　Full Time Regular

　　Job Number

　　06527

　　Department

　　Public Works

　　Division

　　Billing

　　Opening Date

　　01/18/2024

　　Closing Date

　　2/1/2024 12:00 PM Mountain

　　Description

　　Benefits

　　Questions

　　Summary Statement

　　The City of Boise manages billing for residential and commercial properties for sewer, trash, recycling, compost, pressure irrigation and geothermal. We are looking for friendly customer services professionals to join our team as Utility Services Specialists. This role:

　　Courteously and professionally greets and responds to customer inquiries regarding utility services using the telephone, email, or face-to-face meetings

　　Establishes and maintains customer accounts and processes payments

　　Provides information to customers about their accounts, city utility services, policies, and procedures while maintaining an excellent relationship with the public

　　Accepts and processes all payments for utility services including from delinquent accounts

　　Prepares information for use by the legal department in involuntary collection proceedings

　　Recommends and prepares accounts qualifying for service suspension

　　Independent judgment is required for making decisions and/or recommendations on changes to accounts that are within policy and procedures.

　　Works within established guidelines and procedures under general supervision.

　　The City provides top notch healthcare for you and your family at little to no cost. Plus, a n actual pension plan , 401k matching, a wellness program, tuition reimbursement, paid parental leave, and more. Imagine that.

　　Essential Functions

　　Courteously and professionally greets and responds to customer inquiries using the 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. Informs and educates customers on city utility services, policies, products, and billing procedures and payment options. Responds to requests or issues referred by others, and satisfactorily resolves those issues in a timely manner. Escalates more complex issues or concerns through appropriate channels for resolution. Work requires attention to details in reviewing and maintaining accounts for accuracy in billings, adjustments and contact information. Meticulous follow through is essential to achieve work accuracy and efficiency. (45%)

　　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 database and software systems. Must be well versed in computer technologies and able to achieve proficiency with multiple computer programs required by job functions. (30%)

　　Adjusts customer accounts due to move-ins, move-outs, leaks, low income discounts, and vacancy requests. Researches discrepancies and performs general account maintenance to ensure customers are accurately billed. Audits annual water update for excessive or zero usage. Manages assigned portfolio of delinquent accounts using department collection practices and procedures. Locates delinquent debtors utilizing a variety of skip-tracing methods. Sends delinquent notifications and contacts debtors following commercially and legally acceptable collection practices. Interviews debtors to determine 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. (25%)

　　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. Total Percentage = 100%

　　Requirements

　　Required Knowledge, Experience, And Training

　　3 years’ experience working in a call center or utility billing environment, and

　　High school diploma or GED

　　Preferred Knowledge, Experience, And Training

　　Associates degree in Accounting, Business Administration or related field

　　5 years of progressively responsible experience with first and/or third-party collections

　　Conversational skills in Spanish

　　Good knowledge of bankruptcy law and related matters

　　Level of Knoweldge:

　　Functional knowledge of billing rules, regulations, and procedures, as well as financial records methods including maintaining, adjusting, and applying credits and debits to utility accounts

　　Detailed knowledge of 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

　　Fiscal recordkeeping

　　Working knowledge of general business office, bookkeeping and telephone etiquette, equipment, and procedures

　　Computer operations including contemporary and related software applications

　　Recordkeeping and filing practices; general customer service techniques

　　Ability To:

　　Operate a computer with demonstrated proficiency using contemporary and related database, word processing, and spreadsheet software applications at an appropriate level for efficient job performance

　　Operate standard office equipment

　　Follow verbal and written instructions; perform accounting operations as well as basic math

　　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

　　Display an attitude of cooperation and work harmoniously with all levels of City employees, the general public and other organizations

　　Communicate effectively in the English language at a level necessary for efficient job performance

　　Complete assignments in a timely fashion

　　Understand and comply with all rules, policies and regulations

　　Maintain prompt and regular attendance

　　Perform all essential and marginal functions as assigned by an authorized employee, supervisor and/or manager with or without a reasonable accommodation

　　Licensing And Other Requirements

　　All applicants must be able to successfully pass City of Boise background check processes which include reference, criminal and credit history checks.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

　　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.

　　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.

　　Most positions are eligible for the general benefits listed here; firefighters, police officers, senior managers, command staff, and directors may be offered other benefit plans.

　　Healthcare- ZERO premium medical coverage for you and your family:

　　Low-cost dental and vision options.

　　Post-employment health savings account.

　　Retirement and Investment Plans:

　　PERSI retirement benefits

　　401(k) or 457b pre-tax investment options with employer match.

　　457b Roth after-tax investment options with no match

　　WellBeing Program:

　　Up to $500 cash per year for participants.

　　Alternative transportation incentives.

　　Paid Leave – City employees receive generous paid leave:

　　8 hours of vacation per month, and this increases the longer you stay with the City

　　11 paid holidays every year

　　8 hours of sick leave per month

　　Six weeks Parental Leave

　　Life & Long Term Disability:

　　Basic Life insurance at no cost to you

　　Long Term Disability insurance at no cost to you

　　Other optional benefits:

　　Pre-tax Flexible Spending Accounts

　　Supplemental Life Insurance

　　Supplemental Disability Insurance

　　Tuition reimbursement

　　Free local bus pass

　　Corporate discount programs

　　AFLAC

　　Employee Assistance Program for short-term counseling on work, family, finances, and personal issues.

　　Please visit our website for further details mybenefits.cityofboise.org