Who We Are:
Founded in 1971 in Chelmsford, MA and now headquartered in Southern California, NAVCO has been committed to innovation and world-class service from day one. Built on our core values of Quality, Teamwork, Respect, Honesty, Integrity, and Responsibility, NAVCO has grown into one of the largest security integrators in the country. As an employee-owned company, our security experts are personally invested in creating safer and more financially secure environments for our customers, colleagues, and communities.
Position Summary:
The Customer Resource Associate is responsible for maintaining and strengthening customer relationships that promote retention, satisfaction, and long-term loyalty. This role serves as the first point of contact for customers and plays a critical role in coordinating service requests, communicating service level expectations, and ensuring customer needs are addressed accurately and efficiently. Success in this role requires strong communication skills, attention to detail, and a customer-first mindset.
Essential Duties and Responsibilities:
- Serve as the first impression of NAVCO to customers by delivering professional, courteous, and responsive service.
- Maintain customer satisfaction by enforcing quality and customer service standards and resolving service-related issues.
- Monitor the processing, scheduling, and completion of NAVCO service requests.
- Ensure Service Level Agreements (SLAs) are clearly communicated to field service technicians and subcontractors.
- Coordinate and oversee ordering of parts and materials required for service request completion.
- Accurately receive and document service requests from customers and relay details to field service teams in a timely manner.
- Analyze service trends, identify recurring issues, and recommend process or system improvements.
- Maintain accurate records and documentation related to customer service activity.
- Perform additional duties as assigned to support customer service and business objectives.
*Other duties may be assigned as needed to support business operations. The responsibilities listed are intended to describe the general nature of the role and are not all-inclusive.
Qualifications:
- High School Diploma or equivalent required.
- Strong attention to detail with proficiency in Microsoft Excel and Word.
- Excellent verbal, written, and phone communication skills with professional phone etiquette.
- Ability to read, interpret, and follow instructions, correspondence, and operating procedures.
- Strong organizational and time-management skills.
- Ability to work independently while collaborating effectively with internal teams.
- High level of professionalism, integrity, and accountability.
- Ability to apply common sense reasoning to solve problems involving multiple variables.
- Customer satisfaction and retention levels
- Timely and accurate processing of service requests
- Adherence to SLAs and service quality standards
- Effective communication with customers and internal teams
- Consistent demonstration of NAVCO’s core values: teamwork, integrity, responsibility, respect, honesty, and quality
Company Benefits & Perks:
- ESOP – Employee Stock Ownership Program
- 401(k) Retirement Plan
- HSA/PPO health plans, dental, vision, and supplemental life insurance
- Annual Profit-Sharing Bonus
- Paid Sick & Mental Health Leave: 5 days annually
- Vacation Days based on years of service
1 year to end of 4 years: 8 days
5+ years: 13 days
- Recognition and Rewards Program – Assembly
- Social Responsibility Day (1 paid workday annually to volunteer)
- 10 Paid Holidays
- Personal Floating Holiday (8 hours annually)
- Magellan Employee Assistance Program
AAP / EEO Statement:
NAVCO provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. NAVCO complies with all applicable federal, state, and local nondiscrimination laws. Harassment or discrimination of any kind is strictly prohibited.
