Service Administrator (Audio-Visual)

Cenero LLC; Malvern (Chester County); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Healthcare coverage

401K

HSA

FSA

DCA

Life insurance

Short-term disability

Long-term disability

Paid Time Off

On-site gym

Tuition reimbursement

Referral program

Coffee & pretzels

Job summary

Cenero LLC is seeking a Service Administrator to provide support for audiovisual (AV), IT, and related systems for Cenero clients. You will be the face of our Service Operations Center, updating internal service tickets, reviewing and managing tickets, and communicating service status to clients.

The ideal candidate is eager to grow a career in the AV/IT industry, a fast learner, and able to manage multiple tasks while delivering progress updates in a timely manner.

Qualifications

• Bachelor’s degree in engineering or related field; and/or five+ years related experience.
• Two+ years of customer service experience.
• Excellent verbal and written communication skills.
• Resourceful with ability to work in a fast-paced environment.

Responsibilities

• Monitor and manage the Dispatch inbox queue.
• Open Preventative Maintenance Service tickets and record information.
• Coordinate subcontractor dispatch and relay site information for TSE tickets.
• Interface with customers and keep them informed on case information.
• Ensure cases progress in CRM with customer updates every 1–2 days.
• Assist customers with service visit scheduling.
• Work as part of the Preventative Maintenance Task team.
• Manage the monthly schedule of upcoming PM visits.

Skills

Resourceful

Excellent verbal and written comms

High emotional intelligence

Stress management

Customer-focused

Education

Bachelor’s degree in engineering or related field

5+ years related experience

Job description

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 Service Operations Center (SOC). You are responsible for updating internal service tickets, reviewing and managing existing and auto‑created tickets, and professionally communicating service status to all interested parties, including clients. The ideal candidate is eager to grow a career in the AV/IT industry, is a fast learner, has a passion for working with customers in a fast‑paced environment, can manage multiple tasks, and consistently communicates progress.

Essential Duties and Responsibilities

• Monitor and manage the Dispatch inbox queue
• Open Preventative Maintenance Service tickets and record information
• Coordinate subcontractor dispatch and relay site information for TSE tickets
• Interface with customers and keep them informed on case information
• Manage caseload and ensure cases progress in CRM and 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 customers with service visit scheduling
• Work as 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. The position does not directly manage 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

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• 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

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 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

Cenero provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Direct candidates only. No‑fee disclaimer. Note to all employment agencies: This position is not open to third‑party employment agencies. Any unsolicited agency resumes or candidate summaries presented to any Cenero employee without a signed contract between that agency and the Cenero Talent Acquisition organization will become the property of Cenero, and no agency fee will be paid.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.