Customer Service Specialist

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.

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.

Duties/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.

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:

• 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.