What are the responsibilities and job description for the Customer Service Lead position at AVIRE?
Why join AVIRE?
You have an entrepreneurial mindset and enjoy working in high-growth, high-impact environments. If you thrive in consultative support roles where you can grow our business together with your customers, we should connect.
The Americas AVIRE team is seeking a highly driven and motivated individual to take us to new heights. As a Customer Service Lead, you will be responsible for providing outstanding service support to our customers, collaborating with a team of Customer Support Specialists, Customer Quotation Specialists, Regional Sales Managers, Technical Support Specialists, and Marketing Communications experts. Together, we aim to deliver exceptional customer experiences throughout every stage of the buying process.
Job Summary: As the Customer Service Lead, you will oversee and enhance our customer service operations. Your primary responsibilities include developing and implementing effective customer support policies and procedures, advocating for customer voices across all departments, 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 like 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.
Key Responsibilities:
- Develop and implement effective customer service support policies and procedures.
- Advocate for customer voices across all departments.
- Support and track critical KPIs for the team to ensure sustainability and drive continuous improvement.
- Ensure case management and complaint reviews processes are followed up in a timely manner.
- Develop talent to optimize performance, drive growth, and build an enriching work experience for the team.
- SUPPORTS THE TEAM WITH REGULAR ONE-ON-ONE MEETINGS, PROVIDING FEEDBACK AND FACILITATING GROWTH CONVERSATIONS.
- Provides thoughtful leadership through effective goal setting, delegation, communication, and development.
- Maintains effective communication, coordination, and working relationships with company personnel and management.
- Works closely with other departments – including other company sites – to drive change, implement processes, hit timelines, and do so in a sustainable way.
- Ensures seamless new customer setup.
- Performs other duties as assigned.
We want someone who is:
Action-Oriented Curiosity: You take on challenges, identify new opportunities, and effectively challenge the organization to be better.
Collaboration: You value diversity, engage differences, and prioritize teamwork to achieve the best possible outcome.
Empowerment: You make decisions, empower employees to do the same, and strive for excellence in decision-making.
Accountability: You take responsibility for actions, deliver on commitments, and hold the team to high standards.
Inclusion: You treat everyone with respect and create a welcoming work environment.
Performance Objectives:
Be a role model by demonstrating professionalism, positivity, and strong work ethic.
Ensure good communication and effective working relationships exist between departments.
Ensure the team meets target 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 tasks are completed.
Achieve and maintain team KPI's.
Ensure 80% response rate within 24 hours for case complaint status from open to started.
Job Skills:
- Strong interpersonal and communication skills.
- Demonstrate passion for gaining new skills.
- Proven ability to problem-solve.
- Strong active listening and empathy skills.
- Patient and composed under pressure.
- Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people.
- Ability to use Outlook and Microsoft-based programs.
- Strong ability to build relationships with customers.
Qualifications:
- Associate's degree in business administration, marketing, communications, sales, engineering, or a related field, or equivalent experience.
- Bachelor's degree preferred.
- A minimum of 5 years of customer service or inside sales experience.
About AVIRE:
AVIRE combines four market-leading brands (MEMCO, MICROKEY, RATH, and JANUS) in the emergency communications and life safety industries. Each brand has a strong market presence, unique identity, distinct product range, and long history. AVIRE has manufacturing and R&D locations in three countries, sales & marketing in seven countries, and employs approximately 400 people globally. We foster a diverse and inclusive workplace where individual perspectives and capabilities are valued.
AVIRE is part of the Halma group, which bets on talent. We seek 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.
