Service Administrator (audio - visual)

Service Administrator

Cenero employees are truly empowered to innovate at every level, in every function. We hire high-energy activators, that aren't afraid to leverage their passion and expertise. And we're agile, which means you can make a difference with your career, while learning, growing, and having fun!

Opportunity Summary

Cenero is seeking a Service Administrator who can join our team to provide support for audiovisual (AV), IT, and related systems for Cenero clients. Using Cenero's advanced Managed Service offerings, the Service Administrator will be the face of our customer service team interfacing with clients from our SOC (Service Operations Center). You are responsible for updating internal service tickets, reviewing & managing existing and auto-created tickets, and professionally communicating service status, etc. to all interested parties including clients. The ideal candidate would be eager to grow a career in the AV/IT industry, is a fast learner and has a passion for working with customers in a fast-paced environment. Someone who is able to manage multiple tasks and consistently communicate progress is who we are looking for!

Essential Duties and Responsibilities

• Monitor and manage the dispatch inbox queue
• Open preventative maintenance service tickets, record information
• Coordinate subcontractor dispatch and relaying site information for TSE tickets
• Interface with customers keeping them in the loop on case information
• Manage caseload and ensure cases progress in CRM as well as through client-facing communications
• Ensure cases owned have an update and customer interaction at least every 1-2 days
• Ensure cases are moving forward
• Assist in working with customers on availability for service visits
• Work as a part of the preventative maintenance task team
• Manage the monthly schedule of upcoming PM visits
• Reach out to customers to schedule visits
• Work with Cenero FSE/subcontractor to ensure PM documentation is submitted and recorded correctly
• Maintain a positive attitude, a strong work ethic, and embrace a team-centric environment
• Other duties as assigned

Supervisory Responsibilities

Manage all aspects of assigned service tickets from creation through resolution. Coordinate required activities with subcontractors and Cenero personnel.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience

Bachelor's degree (B. S.) from a four-year college or university in an appropriate engineering field; and/or five+ years related experience and/or training; or equivalent combination of education and experience. Two+ years of customer service experience.

Key Required Characteristics

Resourceful, excellent verbal and written communication skills, high emotional intelligence, ability to confidently function in occasional high-stress situations, strong desire to help clients succeed.

Language Skills

Ability to read, analyze, and interpret complex documents including product specifications, wiring diagrams, and architectural drawings. Ability to respond effectively to sensitive customer inquiries or complaints. Ability to clearly and unambiguously communicate verbally or in writing.

Mathematical Skills

Ability to comprehend and apply principles of modern algebra and acoustical equations.

Reasoning Ability

Strong ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard, and talk or hear. The employee is often required to stand, walk, and reach with hands and arms. Heavy lifting is not usually required.

Work Environment

Location is 85% at the Malvern office, potentially 15% at client sites. The environment is a typical office, server rooms, and NOC centers.

Benefits and Perks

Industry-leading healthcare coverage begins on your first day of employment. Includes medical, dental, vision, and prescription Savings and 401K Investments with company match Health Savings Account (HSA) Flexible Spending Account (FSA) Dependent Care Spending Account (DCA) 100% Company paid Life insurance 100% Company paid Short Term Disability Optional Long Term Disability Paid Time Off awarded at hire On-site gym, weight room, locker room Giving Programs Employee Tuition Reimbursement Opportunities to network and connect Lucrative Employee Referral program Delicious Free coffee and Warm Philly soft pretzels every Wednesday