Service Ops Associate

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients' needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Service Ops Associate to join our integration business unit.

Primary Responsibilities:

• Interact with customers, vendors, sales representatives, and technicians on a daily basis
• Coordinate logistics and scheduling of technicians for service visits
• Communicate cancellations or delays with customers
• Provide outstanding customer service to each customer using phone or email communication
• Strive to improve customer satisfaction by building relationships with customers and understanding customer needs
• Handle customer inquiries and resolve complaints in a timely, professional, and accurate manner
• Handle incoming phone calls, emails, and portal communications with customers and other departments
• Manage work order queue to include opening, updating, and closing tickets in a timely manner within defined goals
• Monitor parts orders or RMAs and coordinate follow up visits
• Provide pricing for service requests, parts, or repairs
• Maintain and update customer records within service management system
• Update information in other administrative systems related to timecards, invoices, or parts
• Work with management team to identify process improvement areas
• Maintain competent understanding of CTSI services, products, and industry sectors
• Meet or exceed individual goals
• Adheres to team budgets and goals
• Other duties as assigned

• High school diploma or GED
• Basic computer skills, strong written and verbal communication, strong sense of customer service, must be able to type
• Be a problem solver, demonstrated ability to execute results against deadlines, and be a team player
• Previous experience with service management or call center management software

• Bachelor's degree

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.