Broadband Service Coordinator

Lewis County Public Utility District; Chehalis (WA); On-site; USD 60,000 - 86,000; Full time

Job summary

Lewis County PUD seeks a Broadband Service Coordinator to serve as the Broadband Department’s initial customer interface, handling applications, service orders, and workflow coordination to ensure a superior customer experience.

The role collaborates with district personnel and contractors to adjust workflows and supporting software, ensuring data integrity and timely service delivery.

Qualifications

• Associate degree (A.A.) from a two-year college or technical school, plus 2+ years in telecom, customer service, or office procedures.
• Must have working knowledge of broadband department business practices.
• Proficiency with MS Outlook, Excel, and Word and District Enterprise programs.

Responsibilities

• Serve as the primary point of contact for broadband customers, handling inquiries and information on services and installation timelines.
• Process and maintain applications for new, modified, and retired broadband service drops and provider subscriptions.
• Administer broadband service orders and workflows with accurate project tracking and billing.

Skills

Attention to detail

Organizational skills

Analytical skills

Verbal and written communication

Education

Associate degree

Tools

MS Outlook

Excel

Word

COS software

Job description

The Broadband Service Coordinator serves as the Broadband Department’s initial interface with customers. Provides customers with information and support through accepting applications, creating service orders, and coordinating the flow of the customer work order process through completion while providing the best customer experience possible in effort to meet District goals and expectations. The Coordinator works closely with District personnel and contractors to develop and make systemic adjustments to workflows and the software that supports workflows.

This is a non-remote position. Applicants must be currently authorized to work in the United States on a permanent basis.

Essential Duties and Responsibilitiesinclude the following. Other duties, responsibilities, and activities may change or be assigned.

• Serve as the primary point of contact for broadband customers, responding to inquiries and providing information regarding services, funding eligibility, engineering processes, and installation timelines.
• Receive, process, and maintain applications for new, modified, and retired broadband service drops and provider subscriptions.
• Administer broadband service orders and workflows, ensuring accurate project tracking, billing, and assignment of work to appropriate personnel.
• Maintain, analyze, and troubleshoot customer, service, and equipment data within COS and related systems to ensure data integrity and accurate reporting.
• Process customer invoices, refunds, adjustments, and broadband work order billing transactions.
• Provide first-level technical support and troubleshooting assistance for installers, retail service providers, end users, and broadband software applications.
• Coordinate service drop installations and customer connectivity activities among contractors, retail service providers, NoaNet, and District personnel.
• Facilitate communication and project coordination meetings with NoaNet, installers, retail service providers, and other stakeholders.
• Coordinate procurement activities, including requisitions, purchase orders, contract administration, compliance tracking, and retail service provider billing.
• Collaborate with GIS and engineering resources to verify service locations, support service drop design, and ensure accuracy of customer and funding data.
• Research and resolve complex customer issues related to funding eligibility, installation schedules, service availability, and broadband connectivity.
• Develop, maintain, and deliver training materials and instruction for contractors, retail service providers, Customer Service Representatives, and end users.
• Serve as the District liaison for broadband operational systems, including COS, OSP Insight, NISC, and other technology solutions.
• Support software implementations, upgrades, and process improvements affecting broadband operations, customer information, and invoicing.
• Communicate and provide training to District Customer Service Representatives on Broadband project information and how to respond to customer inquiries.
• Train contractors on the use of COS software.
• Handle complex and crucial conversations with customers concerning whether a location is funded, under which circumstances funding applies and how much, install timeline updates and troubleshooting. Analyzes GIS data with customer database to ensure accuracy of funded locations; advocates to Manager for changes in location funding status, as needed.
• Perform other related tasks as assigned to help the broadband department and meet District Goals and expectations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Education and/or Experience

Associate degree (A.A.) from a two-year college or technical school; and a minimum of two years of experience in telecommunications, customer service functions, and general office procedures or equivalent combination of education and experience. Must have working knowledge of broadband department business practices.

Certificates, Licenses, or Registrations

None.

Required Knowledge, Skills, and Abilities

• Consistent attention to detail, strong organizational, analyticalskills. Knowledge of mathematics at a level required to perform the requirements of theposition.
• Establish and encourage a work atmosphere that embraces honesty and openness and fosters collaborative internal and external workingrelationships.
• Is knowledgeable of District policy and basic broadband operations.
• Ability to effectively communicate both verbally and in written format through frequent interruptions.
• Establish a high level of detail and time management to meet regular changes of priority and task deadlines.
• Ability to maintain confidentiality of restricted or private information and records and effectively handle sensitivematters.
• Ability to identify problems independently, work collaboratively to determine solution(s), and leverage available resources to execute chosen solution.
• Must be able to pass general aptitude and skillstesting.

To perform this job successfully, an individual must be proficient in MS Outlook, Excel, and Word as well as major District Enterprise programs.

Equipment and Tools

Operate standard office equipment and machines such as computer, fax, calculator, copy machine, and multi-phone telephones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is frequently required to walk, climb stairs, bend, reach, use hands to finger, handle, or feel, and sit for extended periods of time. Occasionally required to lift and carry up to 20 pounds. Required to speak clearly and hear well when communicating over the telephone and in person.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is generally performed in an indoor office environment. Prolonged computer related exposure. The noise level in the work environment is generally quiet.

Department: Broadband

Job Code: BB0004

FLSA Status:Non-Exempt

Union/Non-Union:Non-Union

Travel: Local travel up to 5%; Occasional travel and attendance at meetings, training, or District offices.

Reports to: Broadband and External Funding Manager

Lewis County PUD believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications, and job scope, but not limit our employees nor the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of the company.