Customer Experience Representative - Pulse presso City of Loveland

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 $20.66- $27.90 per hour with a hiring range of $20.66 - $24.28, depending on qualifications and experience.  

This opportunity will be available to applicants until Friday October 3, 2025, at 12:00 P.M. M.S.T.

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

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:

• 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 resolution skills to ensure successful outcomes.

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.
• Frequent exposure to routine office noise and equipment.
• Occasional light to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks. Frequently works with light objects and light hand tools.

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 background check.