WebsitePavlovmedia

FTTP Account Coordinator

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.

 

Job Description:

This is an onsite position located in Champaign, IL

 

The FTTP Account Coordinator is responsible for ensuring that service-related deliverables are completed in an accurate and timely manner within established service level agreements. This role will work closely with Field Support Specialists, NOC, and onsite technicians to ensure Pavlov Media customers receive exceptional service related to Fiber to the Premises (FTTP) installations and operations.

 

Duties/Responsibilities:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. 

  • Strong commitment to quality customer service and customer satisfaction.
  • Balance incoming work with available team members to maximize team utilization.
  • Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from monitoring tools.
  • Keep customers informed of incident progress, notifying them of impending changes or agreed outages.
  • Maintain and improve customer service, perception, and satisfaction.
  • Schedule and close work orders for Field Resources.
  • Track and organize technician-provided documentation.
  • Maintain accurate customer records in the company CRM.
  • Resolve customer problems over the telephone.
  • Research, recruit, vet, and add technical resources in key markets.
  • Improve service quality and identify ways to reduce costs on truck rolls.
  • Effectively utilize escalation paths within the organization.
  • Create internal process documents for internal teams to utilize.
  • Perform a specified number of site visits throughout the year to provide onsite customer service.

 

 

 

Required Qualifications: 

  • 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%).

 

 

 

 

Desired Qualifications:

  • 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.

 

 

 

 

Physical Requirements: 

The successful candidate will be able to perform the following with or without reasonable accommodation: 

  • Ability to sit for prolonged periods.
  • Ability to lift up to 15 lbs.

 

Compensation & Benefits:

The salary range for this position is: $20.00-$24.00

 

Actual base pay for this job will depend on the candidate’s primary work location and other factors, such as relevant skills and experience. Pavlov Media is committed to complying with the Equal Pay Act and places a strong emphasis on internal equity when determining compensation. Final pay will be determined based on the candidate’s skills, experience, and alignment with our internal equity standards, ensuring fairness and consistency across the organization. The salary banding for this role also allows room for growth, with opportunities for pay increases within the band based on performance and contributions.
Compensation is one part of the total rewards package at Pavlov Media. We also offer the following benefits to support the well-being of our employees:

  • 15 company paid holidays
  • 3 weeks PTO
  • Medical, Dental, Vision starting day one
  • 401K with company match
  • Health and Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational and professional reimbursement
  • Short- and long-term disability benefits

Pavlov Media is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application process, read more about requesting accommodation.

 

To apply for this job please visit workforcenow.adp.com.