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Marketing Coordinator / Customer Service Representative

Haviland Broadband is seeking a creative, analytical, and highly organized Marketing Coordinator / Customer Service Representative to join our team. While this is a dual-role position, marketing skills are our primary focus in the right candidate. The ideal candidate will have hands-on experience with digital advertising, lead tracking, marketing analytics, and advanced Excel reporting. This position will also provide customer service support by assisting customers over the phone, in person, and through digital communication channels.

Position Overview:

This position serves as the primary customer-facing representative while supporting customer retention, lead generation, marketing analytics, campaign reporting, CRM administration, and customer experience initiatives. This is a dual-role position. While marketing skills and experience are the highest priority, candidates must also provide friendly, dependable customer service support as part of their regular responsibilities.

Essential Duties and Major Responsibilities:

Marketing and Digital Advertising

• Develop, launch, and manage targeted Facebook and Instagram advertising campaigns through Meta Ads Manager.
• Develop, launch, and manage targeted Google Ads campaigns.
• Assist with social media, email, website, direct mail, and community marketing efforts.
• Create and maintain marketing calendars, campaign schedules, and project timelines.
• Monitor campaign budgets and performance.
• Analyze metrics such as reach, engagement, clicks, conversions, cost per lead, lead quality, and return on advertising spend.
• Prepare clear reports explaining campaign results, trends, and recommended next steps.
• Coordinate marketing materials and help ensure brand consistency across all channels.

Lead Tracking and Analytics

• Track inbound and outbound leads from initial contact through final outcome.
• Maintain accurate lead records within the company’s CRM and reporting systems.
• Monitor lead sources, follow-up activity, pipeline status, conversion rates, and campaign attribution.
• Create recurring reports showing lead volume, lead quality, conversion rates, campaign performance, and sales outcomes.
• Identify trends, gaps, and opportunities within the company’s marketing and lead-generation efforts.
• Work with sales and management to ensure leads are assigned, followed up on, and properly documented.

Excel and Data Management

This position requires Excel skills beyond basic data entry and formatting. Candidates must be able to:

• Create, modify, and analyze PivotTables.
• Use VLOOKUP and similar lookup formulas.
• Cross-reference and combine information from multiple worksheets and workbooks.
• Clean, sort, filter, reconcile, and organize large datasets.
• Identify duplicate, missing, or inconsistent information.
• Create formulas, reports, charts, and summaries that can be easily updated and understood by others.

Customer Service

• Although marketing is the primary responsibility, this employee will also serve as a Customer Service Representative.  Customer service responsibilities include:
• Answering incoming calls and assisting customers professionally and courteously.
• Greeting and assisting customers who visit the office.
• Processing payments, account updates, service requests, and routine customer transactions.
• Explaining services, pricing, policies, and available options.
• Accurately documenting customer interactions.
• Routing billing, technical, and service concerns to the appropriate department.

Education:

• High School Diploma is required.
• Associate or Bachelor degree in Business, Marketing, or related field preferred

Specialized Skills and Type of Experience Needed to be Successful:

• Qualified applicants may be asked to complete a practical Excel and marketing skills assessment as part of the interview process. The assessment may include PivotTables, lookup formulas, cross-workbook data analysis, lead reporting, and digital advertising strategy.
• Previous experience in marketing, digital advertising, communications, lead management, or a related field preferred.
• Experience managing targeted Facebook, Instagram, or Google advertising campaigns.

• Intermediate-to-advanced Microsoft Excel skills.
• Experience creating PivotTables and using VLOOKUP or similar lookup functions.
• Experience tracking leads and analyzing marketing or sales data.
• Strong written and verbal communication skills.
• Excellent attention to detail and commitment to data accuracy.
• Strong organizational and time-management skills.
• Ability to manage multiple projects, deadlines, and customer needs.
• Professional, patient, and customer-focused attitude.
• Ability to learn new software and work independently as well as part of a team.
• Experience with CRM software, Google Analytics, Canva, email marketing platforms, or social media management tools is preferred.

Job Competencies:

Work as a Team

• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Organizational Support: Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
• Oral Communication and Written Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information. Ability to communicate with clients or customers.

Do the Right Thing Right:

• Detail Oriented: Consistently checks and rechecks work product for accuracy. Able to manage multiple tasks while accurately performing essential job functions. Prepares accurate and thorough reports, emails, and data as required by the position
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; solicits customer feedback to improve service; Responds to requests for service and assistance; meets commitments.
• Judgement: Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; Includes appropriate people in decision-making process; makes timely decisions.

Embrace Opportunity:

• Innovation: Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
• Continuous Improvement: Actively seeks opportunities to improve processes, efficiency, quality, and customer outcomes; embraces change and new ideas; identifies problems and recommends practical solutions; demonstrates a commitment to learning, growth, and organizational improvement.

Supervisory Expectations:

This position does not supervise employees but may coordinate projects and initiatives.

Independence of Action:

Works independently within established guidelines while exercising sound judgment and seeking guidance when appropriate.

Physical Demands and Work Environment: (The phrases "occasionally," "regularly," and "frequently" correspond to the following definitions: "occasionally" means up to ⅓ of working time, "regularly" means between ⅓ and ⅔ of working time, and "frequently" means ⅔ and more of working time.)

• The work environment is the typical office environment of a Telcom company. The employee must complete their work satisfactorily in an environment where there are significant distractions, including staff, clients, and vendors walking through and conversing, telephones ringing, conversations carrying over, loud noises, and interruptions to answer questions from others. Must be able to drive to sites or meetings with clients.
• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. In many cases, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to sit for prolonged periods of time and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl.
• The employee must regularly lift and/or move up to 20 pounds and should do so soundly and safely. This job's specific vision abilities include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

A Little About Us:

Haviland Broadband has been connecting residential and business customers to what’s important for over 75 years. Our primary services are superior internet and telephone services, with a growing emphasis on business communications and services. We pride ourselves on keeping our processes simple and our service at a caliber of personalization and reliability one would expect from a local company. Haviland Broadband is headquartered in Haviland, Kansas with a satellite office in Conway Springs, Kansas and serves 14 communities between Comanche and Sumner Counties, and the Wichita Metro area. Haviland Broadband is a locally managed subsidiary of LICT Corporation out of Rye, NY.