Broadband Service Coordinator

Broadband Service Coordinator

Salary

$70,665.00 - $105,997.00 Annually

Location

321 NW Pacific Avenue, Chehalis, WA

Job Type

Full-Time

Job Number

2026-00016

Department

Broadband

Opening Date

09/24/2026

Closing Date

10/11/2026 11:59 PM Pacific

• Description
• Benefits
• Questions

About the Position

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.

Please note: The recruitment will close once 50 applications have been received. Interested candidates are encouraged to apply early to ensure consideration. This is a non-remote position. Applicants must be currently authorized to work in the United States on a permanent basis.

Essential Duties and Responsibilities

Essential Duties and Responsibilities include 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.

Position Requirements

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.

Computer Skills:

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.

Supplemental Information

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.

About our benefits:

At Lewis County PUD we believe part of having a rewarding workplace is to have a healthy work environment. You will find that we offer a full benefits package that fits all the needs of work/life balance.

The following information describes typical benefits available for full-time eligible employees. Actual benefits may vary by position type, check with Human Resources for specific benefit information.

All provisions in this summary are subject to change.

Insurance Benefits

Medical, Dental and Vision

Lewis County PUD offers medical, prescription, dental and vision coverage to eligible employees and their dependents. This coverage begins the first of the month after the month hired. These benefits are 100% paid by the Disritct.

Retiree Coverage

We also offer retiree medical, dental and vision benefits for those eligible.

HRA VEBA (Voluntary Employee Benefit Association) Plan

HRA VEBA plan is a health reimbursement arrangement (HRA) which employees are enrolled into upon their hire date. Employees contribute, through payroll deduction, tax-free contributions based on specific groups as outlined below. The District matches 1% of bi-weekly gross pay.

• Union Groups:
• Age 35 years & Under : $40 per pay period
• Age 36 years thru 49 years: $60 per pay period
• Age 50 years & Older: $100 per pay period

Non-union Group:

• 2% of bi-weekly gross pay

Life Insurance and Accidental Dismemberment (AD&D) Benefits

• Group Coverage - District Paid
• $75,000 life and AD&D for eligible employees
• $1,000 life for eligible dependents

Supplemental Life and AD&D is available for individual purchase.

Short-term Disability Benefit

Lewis County PUD provides short-term disability coverage to replace a portion of income while on an approved, non-work-related illness or injury. This benefit pays 70% of the employee's regular wages while on approved leave.

Long-term Disability Benefits

Base Coverage - District Paid

• 66 2/3% of base monthly salary earnings

Retirement Benefits

Washington State Public Employees Retirement System (PERS)

The District is a member of PERS and participation is mandatory for employees in eligible positions. Both the employee and the employer make contributions to the PERS system. Employee contributions are made on a tax-deferred basis.

Deferred Compensation Program (DCP)

This is a supplemental retirement savings program that allows control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Other Benefits

Person Leave (PL)

The District affords eligible employee's personal leave. The leave can be used for vacation, illness, or any other absence needed from work, as requested. PL is accrued bi-weekly as outlined below:

Holidays

Eligible employees are entitled to eleven paid holidays:

• New Year's Day
• Martin Luther King Day
• Presidents' Day
• Memorial Day
• Independence Day
• Labor Day
• Veterans' Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Day
• 3 Floating Holidays (two paid, one unpaid)

01

Describe your experience working with broadband, telecommunications, utility services, or service installation programs. What was your role and primary responsibilities?

02

Describe your experience using customer information, billing, GIS, work order, or service management systems to track service requests, maintain accurate records, or resolve customer issues.

Required Question

Employer Lewis County Public Utility District

Address 321 NW Pacific Avenue

Chehalis, Washington, 98532

Phone 360-748-9261

Website http://www.lcpud.org