Customer Sales & Service Associate

**Job Summary:** This position is responsible for selling broadband service to commercial and residential customers, basic troubleshooting, customer education of products and services, customer support, establishing new accounts, creating account service modifications, provisioning phones, and product up-sales of all broadband services. The salary range for this position is **$20.97 - $28.32** per hour with a hiring range of **$20.97 - $24.64**, depending on qualifications and experience. This opportunity will be open until filled with first candidate readings on Wednesday, July 14, 2026. **A current resume is required, and a cover letter is preferred.** **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.** ***A vibrant community, surrounded by natural beauty, where you belong!*** Please view our video [**Working at Loveland**](https://youtu.be/Ds-iL_GT0tw) to learn more about our exceptional Loveland community and the benefits of working for the City. **Essential Functions:** - Assists customers over the telephone, in person, and online with a wide variety of questions, requests and complaints related to their broadband services account and bill to include, but not limited to, assisting customers with start/stop requests for services, explanation of services provided, delinquencies, billing inquires and adjustments and other issues related to services, using various complex computer programs. - Provides customer education and demonstration of products and services, in-person, online or over the phone. - Responsible for selling broadband subscription services to small commercial and residential customers, basic troubleshooting customer support, establishing new accounts, creating account service modifications, provisioning phones, and product up-sales of all broadband services. - Corrects account problems by reviewing account information and generating service orders, if needed. - Create provisioning and trouble ticket work orders, maintain billing records, and other various computer print-outs. - Interacts with a wide variety of customers whose behavior may range from pleasant to verbally threatening and abusive. - Answers all incoming broadband customer support phone calls, online inquiries, and assists walk-in traffic during the assigned office hours. - Operates broadband billing and provisioning software (OSS/BSS); the voice services provisioning and customer portal software, and the City's internal/external telephone system. **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 broadband related technologies, such as VOIP, video products, and Wi-Fi routers. - Maintains a working familiarity with competing products and services from other service providers. - Performs other duties as assigned. **Qualifications:** - High School graduate or GED required. - 3 years previous work experience in a fast-paced, high-stress phone and/or face-to-face customer service position required, preferably in a call center environment. **Knowledge, Skills, and Abilities:** - Ability to determine proper broadband service needs for customer based on sales discovery process. - Ability to recognize opportunity to upsell or right size customer package with existing customers. - Ability to communicate effectively and diplomatically with the public and co-workers in a variety of situations. - Ability to understand and resolve complex customer account inquiries. - Ability to work efficiently & effectively in a fast-paced environment. - Ability to learn quickly and develop a sound understanding and use of customized, complex software. - Ability to maintain confidential information. - Ability to apply conflict re…