Job Title: FTTP Account Coordinator

Location: Champaign IL

Reports to: FTTP Account Manager Lead

Summary:
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.

Primary Responsibilities:

• 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.

Desired Skills:

• 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.

Experience Requirements and Positives:

• 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%).

About Us:
Come join our rapidly growing team! Pavlov Media is a dynamic company that has been building great networks for over 30 years and has been named by The Silicon Review as one of the 50 Best Companies to Watch! Headquartered in Champaign, Illinois, we’re one of the nation’s largest private providers of broadband services, serving communities in 44 U.S. states.

We offer a competitive benefits package, which includes:

• Medical/Dental/Vision Insurance on day one
• 3 weeks of PTO
• Paid holidays
• 401K with Company match
• Tuition/professional development reimbursement

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 a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.