Universal Agent

About the role

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. 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. 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, ensuring timely closure 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 while maintaining a 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 to new technologies, products, and processes quickly
• Comfortable working in a fast-paced, metrics-driven environment

Preferred Qualifications

• Associate's or Bachelor's degree preferred
• Familiarity with CRM systems (e.g., Microsoft Dynamics, Zendesk)
• Experience handling both inbound and outbound communications

Pay

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.