Customer Service Specialist

Pavlov Media Inc•Champaign, IL

19h•$20 - $24•Onsite

About The Position

At Pavlov Media, we’re on a mission to create something extraordinary. We’re passionate about delivering a far superior internet experience to the communities we serve, powered by cutting-edge fiber technology. But it’s not just about speed and reliability—at Pavlov, we see our role as an opportunity to bring people closer together. Through the services we provide, we connect more than just devices; we help foster connections that strengthen communities, businesses, and enrich lives. If you’re looking to be part of a team that’s making a real impact, Pavlov Media is the place for you. This is an onsite position located in Champaign, IL The Account Coordinator is responsible for growing customer faith through operational excellence and communications. The heart of this role is to grow business with our existing customers. This is often achieved by coordinating Pavlov Media's teams to deliver a superior customer experience. This role will work closely with Network Operations, Field Operations, Technical Support, Billing, Legal, and Sales, on behalf of our MDU customers.

Requirements

College degree preferred; minimum of three (3) years of experience in a related field.
Knowledge of Pavlov Media products and services.
Valid driver’s license: ability to occasionally travel with overnight stays (0-5%).

Nice To Haves

Organized and detail-oriented with a high degree of accuracy and follow-up.
Time-management, prioritization, and multi-tasking abilities.
Collaborative team skills.
Technical awareness: ability to match resources to technical issues appropriately.
Ability to easily adapt to changes in processes, procedures, and priority.
Knowledge of how data and video networks operate.
High level of computer skills and experience with Microsoft Office Suite.
Understanding of basic project management processes.
Ability to meet deadlines and work within budgets.

Responsibilities

Encourage a strong, company-wide, commitment to quality, brand strength, and customer success.
Tenaciously optimize repair efforts across teams and then proactively communicate with the best possible news to customers.
Coordinate with field resources to ensure top-priority field orders are prioritized and that sensitive details are heard and considered.
Improve quality and efficiency for internal resources and customers.
Perform a specified number of site visits throughout the year to build customer relationships and develop brand loyalty at staff and resident level.
Own the team's input sources, such as the email inbox, incoming calls, and ticket queue.
Ensure accurate records, such as support tickets, field orders, customer contact records, and notification lists.
Research, recruit, vet, and add technical resources in key markets.
Balance incoming work with available team members to maximize team utilization.
Effectively utilize escalation paths within the organization.
Create internal process documents for internal teams to utilize.
Adapt to requirements of the growing business and take overall responsibility for customer experience, retention, and growth.