Billing Specialist Broadband

Job Summary:

The Billing Specialist is responsible for delivering exceptional customer service while resolving broadband billing related inquiries across multiple channels, including inbound phone calls, online requests, and in-person walk up support.

The salary range for this position is $25.38 - $35.54 per hour with a hiring range of $25.38 - $30.46, depending on qualifications and experience. This opportunity will be available to applicants until Monday, December 15, 2025, at 12:00 P.M. M.S.T.

A current resume is required, and a cover letter is preferred.

Please view our video Working at Loveland to learn more about our exceptional Loveland community and the benefits of working for the City.

Essential Functions:

• Respond to incoming customer calls regarding billing questions, account updates, payments, and service charges during business hours.
• Greet and assist walk-up customers with payments, billing disputes, account changes, and general billing support.
• Assists customers with start/stop requests for services, explanation of services provided, and delinquencies.
• Review, analyze, and interpret billing statements, account histories, and payment records.
• Process adjustments, credits, refunds, and payment arrangements based on City policy.
• Enter and update customer information in billing systems with accuracy and timeliness.
• Provide clear, friendly and accurate information while maintaining high level of professionalism and empathy.
• Document all customer interactions thoroughly and accurately in internal systems.
• Escalate complex issues to supervisors or specialized teams when necessary.

Other Job Functions:

• Completes various monthly reports, assorted daily jobs, and special projects.
• Resolves account problems in a timely manner.
• Maintains a working familiarity with related technologies, such as VOIP, video products, and Wi-Fi routers.
• Provides overflow coverage for customer service specialist team as needed.
• Performs other duties as assigned.

Job Level and Management Expectations:

Qualifications:

Education:

• Required: High School or GED.
• Preferred: Some college coursework in accounting.

Experience:

• Required: 3 Years experience in a fast-paced, high-stress phone and face-to-face customer service or call center environment.
• Required: Intermediate level proficiency with word processing and spreadsheet applications (Preferably Microsoft Office applications).
• Required: Data entry accuracy and keyboarding at 55 words per minute.
• Preferred: Experience in municipal utility billing or broadband service operations.
• Preferred: Familiarity with billing and provisioning systems such as OSS/BSS software.
• Preferred: Experience with accounting, financial reconciliation, or data analysis. Demonstrated ability to manage complex customer accounts and resolve discrepancies.
• Preferred: Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• Preferred: Bilingual Spanish language fluency.

Certifications:

Knowledge, Skills, and Abilities:

• Knowledge of basic accounting principles.
• Strong mathematical and analytical skills.
• Ability to communicate clearly, effectively, and diplomatically with the public and co-workers in a variety of situations.
• Ability to research, interpret, and resolve complex customer account inquiries.
• Ability to work efficiently and accurately in a fast-paced, high-volume environment.
• Ability to learn quickly and develop proficiency in customized and complex software systems.
• Ability to maintain confidentiality of customer and financial information.
• Ability to apply conflict resolution techniques to achieve positive outcomes.
• Spanish language fluency is preferred.

Physical Demands and Working Conditions:

• Frequent: Minimal physical effort typically found in clerical work. Primarily sedentary, may occasionally lift and carry light objects. Walking and/or standing as needed and minimal.

Working Environment:

• Frequent: Exposure to routine office noise and equipment.
• Occasional: Exposure to hazards typically found in general office environments where there is rarely to no exposure to injury or accident.

Additional Working Demands / Conditions

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

With over 300 days of sunshine, and just 30 miles from Rocky Mountain National Park in the heart of northern Colorado, Loveland is an ideal community for anyone to call home. Known as the Sweetheart City, this vibrant cultural hub is home to nearly 500 sculptures and public art installations, the world-famous Valentine Remail Program, and picturesque views of the Rocky Mountains. The community is bustling with a thriving arts, brewery, foodie, and shopping scene. Enjoy headliner concert and theatre productions, professional hockey events, endless community recreation and open space opportunities, art and sculpture shows, and several local festivals. Loveland also boasts an award-winning golf course and an inclusive library and community center. Loveland, Colorado has EVERYTHING YOU LOVE!

In 2020, Loveland was the only Colorado City to win the Governor’s Award for Downtown Excellence, is the top residential recycling City in the state for 4 consecutive years and has been ranked as one of the top places to live, work and raise a family in the U.S. and as one of the Most Idyllic Picturesque towns in America.

Apply today to join more than 800 employees who work to meet the core values of: Accountability & Integrity, Transparency & Honoring the Public Trust, Collaboration, Innovation, Safety, Excellent Service with Courtesy and Kindness. The City of Loveland is a diverse and welcoming community organization, and our employees enjoy a competitive benefits program, various opportunities for growth and development, and an exceptional work-life balance.

A vibrant community, surrounded by natural beauty, where you belong!

Benefit Eligible Benefits Package Includes:

• Two (2) Medical plans, Dental, Vision (for self/ spouse/ children)
• A Dedicated, exclusive Employee Health and Wellness Center
• Discounted Chilson Center passes
• Paid vacation, holidays, floating holidays, and medical leave
• Flexible spending including Dependent Care
• Life Insurance, AD&D, Short-term and Long-term disability, and voluntary Critical Illness Coverage
• Retirement 401a, 457, Roth (pre-& post tax) and company match
• A Comprehensive Employee Assistance Program
• Voluntary 529 College Invest program
• Tuition Reimbursement
• Employee Referral Program
• Personal and Professional Development opportunities
• Employee Recognition Program
• Exceptional work-life balance
• Market based pay & regular performance reviews
• Local Government employment is eligible for Public Loan Forgiveness Program

Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions.

City of Loveland job descriptions are designed to describe the general nature and level of work necessary to perform well in the job; they are not intended to provide an exhaustive list of responsibilities, skills, and qualifications. City of Loveland job descriptions may be updated periodically, and additional activities, duties or responsibilities may be assigned by management as deemed appropriate.

The City of Loveland provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

The City of Loveland participates in E-Verify. In accordance with E-Verify requirements, upon your date of hire the City of Loveland will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. E-Verify Notice of Participation.Learn more about your right to work. Visit E-Verify.gov for more information.

Employment offers will be conditional on the successful completion of a criminal history background check and skill-based assessment testing.

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• City of Loveland

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