Universal Agent
Job Location:
Birmingham, MI - USA
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Pavion Connects and Protects by providing innovative fire security and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise healthcare education government data center and retail industries.Global Reach. Local Service.
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
Pavion and our family of companies are seeking a talented and motivated Universal Agent to join our shared services team.
Primary Responsibilities:
Customer Interaction & Communication
- Respond to inbound customer inquiries across multiple channels (phone chat email) addressing questions related to products services orders billing and account status.
- Guide customers through troubleshooting steps product usage or account updates to resolve issues efficiently
- Provide detailed explanations of policies procedures and product features to help customers make informed decisions
- Proactively follow up on open issues to ensure resolution and confirm customer satisfaction
- Document all communication accurately in the CRM or ticketing system to maintain continuity across touchpoints
Issue Resolution & Escalation
- Investigate and resolve a wide range of customer issues including product/service concerns technical problems order discrepancies billing questions and account updates
- Use available tools knowledge bases and internal resources to troubleshoot and provide timely effective solutions
- Take ownership of the issue from start to finish ensuring a smooth resolution process and keeping the customer informed throughout
- Identify and escalate complex sensitive or unresolved cases to the appropriate team or supervisor providing clear context and documentation to support efficient handoff
- Recognize patterns or recurring issues and communicate insights to team leads or relevant departments for broader resolution or process improvement
Documentation & Systems
- Accurately record all customer interactions issue details actions taken and outcomes in the designated CRM or ticketing system
- Ensure records are complete clear and compliant with internal standards to support team visibility continuity of service and reporting needs
- Utilize internal systems and tools to retrieve account information track orders log cases and manage customer follow-ups
- Keep case statuses up to date ensuringtimelyclosure of resolved issues and proper documentation of escalated items
- Actively contribute to knowledge management by flagging gaps or outdated information in support resources and internal documentation
Performance & Development Policy Adherence
- Meet or exceed performance metrics including customer satisfaction quality assurance and response time
- Continuously improve skills through training and feedback
- Follow company policies and procedures whilemaintaininga strong understanding of all product lines and services
Basic Qualifications:
- 1 year of experience in customer service call center or a related role
- Excellent verbal and written communication skills
- Strong problem-solving and multitasking abilities
- Ability to learn and adapt tonew technologies products and processes quickly
- Comfortable working in a fast-paced metrics-driven environment
- Bilingualproficiencyis a plus
Preferred Qualifications:
- Associates orBachelorsdegree preferred
- Familiarity with CRM systems ( Zendesk)
- Experience handling both inbound and outbound communications
The hourly pay range for this position is$19-22 per hour. The starting hourly pay will be determined based on qualifications experience education skills certifications and internal equity. We also offer a comprehensive benefits package.
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.
If you require accommodation or assistance during the application process please contact us at. Kindly note that resumes submitted to this email address will not be reviewed. Thank you for your understanding.
Required Experience:
Unclear Seniority
About Company
In an era where the threat of wildfires grows more pronounced, the demand for advanced fire management and safety strategies is at an all-time high. Pavion is at the vanguard, driving forward with innovative technologies not...
