Broadband Service Coordinator

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.

• 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, Noa Net, and District personnel.
• Facilitate communication and project coordination meetings with Noa Net, 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.

This position has no supervisory responsibilities.

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.

None.

• Consistent attention to detail, strong organizational, analytical skills. Knowledge of mathematics at a level required to perform the…