Broadband Services Coordinator

Job Summary:

The Broadband Services Coordinator is primarily responsible for ensuring a high-quality customer experience for premise installation, service and support. Works directly with customers, customer service reps and field installation/support staff.

The salary range for this position is $27.47 - $38.46 per hour with a hiring range of $27.47 - $32.96, depending on qualifications and experience. This opportunity will be available to applicants until Tuesday, November 18, 2025, at 12:00 P.M. M.S.T.

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

Are you passionate about delivering outstanding customer experiences? As our Broadband Services Coordinator, you’ll be the key connection between customers, service representatives, and our field technicians—ensuring every installation, service, and support visit runs smoothly and exceeds expectations. We have a good work-life balance, balancing professional growth and personal enjoyment.

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:

• Responds to customer service requests by prioritizing and dispatching service requests to available technicians.
• Acts as liaison between technician and customer service employees.
• Rebalances work as necessary to ensure on-time arrival and consistent work distribution, maximizing technician productivity and efficiency by utilizing designated workforce management system or software.
• Coordinates schedule updates as they impact day of routing and monitor the location of technicians and their utilization.
• Plans and maintains efficient operations based on processes and procedures.
• Utilizes the billing system and/or other related software to build, modify, and schedule/reschedule work orders to resolve customer escalations and in line with established protocol.
• Use company technology, support tools, and contact systems to the fullest potential and as outlined by established business processes/protocol.
• Communicates proactively with field personnel and external customers with the goal of preventing escalations and improving the customer experience.
• Inputs data into various databases and company dispositioning systems used for tracking and reporting in alignment with quality guidelines.
• Coordinates construction activities with third party contractors in advance of scheduled installation.
• Tracks construction and vendor related expenses and invoices.

Other Job Functions:

• Triages customer service issues using troubleshooting software to determine root causes and attempts to resolve remotely.
• Identifies trends in customer escalations and communicates to management and staff to improve customer experience.
• Meets or exceeds established goals and operational performance metrics.
• Communicate ideas and make verbal and written recommendations to management and staff to improve employee safety and productivity.
• Per forms other duties as assigned.

Qualifications:

Education:

• Required: High School Diploma or GED.

Experience:

• Required: 2 Years in a technical customer support environment.
• Preferred: Experience involving high touch customer service and public contact.

Certifications:

• Required: Must possess a valid driver's license.

Knowledge, Skills, and Abilities:

• Must possess superior customer service skills, the ability to make sound judgements, be capable of innovative problem solving and exhibit patience and understanding when dealing with stressful situations.
• Well versed with Workforce Management and Trouble Ticketing or Incident Management systems
• Strong technical, analytical, and communication, and teamwork skills
• Analyze data, solve problems, and develop logical solutions
• Ability to manage multiple, concurrent tasks with frequent interruption.

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.

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.

Hybrid Remote Work Eligibility

This position may be eligible for up to two days per week working remotely. Probationary employees (within the first six months of employment) may not be eligible. Subject to change based on business needs and performance expectations.

Employment offers will be conditional on the successful completion of a driving record and criminal history background check.

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• City of Loveland

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