Job Description

Why join AVIRE?

Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support--growing our business together? If you have answered yes to these questions, we should connect!

The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for providing outstanding service support for our customers. You will be a part of a team of Customer Support Specialists, Customer Quotation Specialists, Regional Sales Managers, Technical Support Specialists, and Marketing Communications experts with the collective goal to provide the best customer experience in the industry, supporting our customers through every stage of the buying process. Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position reports to the North America Customer Experience Manager.

Job Summary: As the Customer Service Lead, you are responsible to lead and enhance our customer service operations. This role is responsible for developing and implementing effective customer support policies and procedures, advocating for the voice of the customer, and ensuring critical KPIs are tracked and achieved.

The Customer Service Lead will oversee case management and complaint review processes to ensure timely resolution and maintain accurate reporting through tools such as PowerBI and SalesForce dashboards. A key focus will be on team development, providing regular feedback, conducting one-on-one meetings, and facilitating professional growth to build an enriching work environment. This role also includes ensuring a seamless onboarding experience for new customers while maintaining exceptional customer support standards.

What you will do:

1. Responsible for the development and implementation of effective Customer Service Support policies and procedures.
2. Advocate for the voice of the customer across all departments.
3. Support and track critical KPIs for the team to ensure sustainability and drive a culture of continuous improvement. Ensure accuracy of PowerBI reports and SalesForce case management dashboards.
4. Ensure case management and complaint reviews process. Ensure all complaints are followed up in a timely manner.
5. Develop talent to ensure optimal performance, drive growth, and build an enriching work experience for the team.
6. Supports the team with regular one-on-one meetings, providing feedback and facilitating growth conversations.
7. Provides thoughtful leadership through effective goal setting, delegation, communication and development.
8. Effectively maintains communication, coordination, and working relationships with company personnel and management.
9. Works closely with other departments – including other company sites – to drive change, implement processes, hit timelines, and do so in a sustainable way.
10. Ensure a seamless new customer set up.
11. Perform other duties as assigned.

We want someone who is:

Action-Oriented Curiosity : You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.

Collaboration : You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome. Creating an effective sales team is incredibly motivating to you, and you put your employees first recognizing that you succeed only when they succeed.

Empowerment : You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more. You also empower your employees to make decisions giving them the tools to do so successfully.

Accountability: You take responsibility for your actions, and you deliver on your commitments. You hold the members of your team to high standards while ensuring they have the support that they need to reach those lofty goals.

Inclusion: In all aspects of your work, you treat everyone with respect.

Performance Objectives

Be a role model for the team by demonstrating professionalism, positivity, and strong work ethic.

Ensure good communication and effective working relationships exist with other departments.

Ensure team meets target of individual process improvements quarterly.

Identify and recommend one improvement for the department quarterly.

Documentation and updates are complete, accurate, and timely.

Emphasize the importance of teamwork and stepping in during busy periods to ensure the job gets done, even if it means longer hours occasionally.

Achieve and maintain team KPI’s.

Ensure team meets case complaint status from open to started within 24-hours at 80% response.

Job Skills

• Strong interpersonal and communication skills
• Demonstrate your passion for gaining new skills
• Proven ability to problem-solve
• Strong active listening and empathy skills
• Patience and composure under pressure
• Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people both within, and outside, of the organization
• Strong ability to build relationships with customers
• Ability to use Outlook and Microsoft-based programs

Qualifications

• Associate’s degree in business administration, Marketing, Communications, Sales, Engineering, or a related field or equivalent experience. Bachelor’s degree is preferred.
• A minimum of 5 years of customer service or inside sales experience.

Who is AVIRE?

AVIRE combines 4 market-leading brands (MEMCO, MICROKEY, RATH and JANUS) within the emergency communications and life safety industries. Each brand has a strong market presence, a unique identity, a distinct product range and a long, successful history. AVIRE has Manufacturing and R&D locations in 3 countries, Sales & Marketing in 7 countries, and employs approximately 400 people globally. AVIRE is committed to fostering a diverse and inclusive workplace, where all individual’s unique perspectives and capabilities are valued. We provide equal job opportunities to all applicants and promote fairness in our hiring process.

AVIRE is part of the Halma group (). Halma bets on talent! We are looking for bright, ambitious people to join our team and stay for the long term. With over 45 businesses under its ownership, Halma is a great place to start, advance, or accelerate your career.

Avire is an equal opportunity employer.

Benefits

Competitive base salary

Participation in the company bonus plan

Complete benefits package including health, dental & vision insurance, 401K, vacation, and generous parental leave

Paid time off

Professional Development training opportunities

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