What are the responsibilities and job description for the Customer Support Operations Manager position at AVIRE?
Company Overview
AVIRE combines 4 market-leading brands 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 is committed to fostering a diverse and inclusive workplace where all individual perspectives and capabilities are valued.
We provide equal job opportunities to all applicants and promote fairness in our hiring process. As an equal opportunity employer, we strive to create an environment that values diversity, equity, and inclusion.
Job Description
The Senior Customer Service Representative will be responsible for leading and enhancing customer service operations. This role involves developing and implementing effective customer support policies and procedures, advocating for the voice of the customer, and ensuring critical KPIs are tracked and achieved.
Responsibilities include overseeing case management and complaint review processes to ensure timely resolution and maintaining accurate reporting through tools such as PowerBI and SalesForce dashboards. The Senior Customer Service Representative will also focus on team development, providing regular feedback, conducting one-on-one meetings, and facilitating professional growth to build an enriching work environment.
Requirements
- Strong interpersonal and communication skills
- Demonstrate your 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 both within and outside the organization
- Ability to build relationships with customers
- Ability to use Outlook and Microsoft-based programs
Benefits
- Competitive base salary
- Participation in the company bonus plan
- Complete benefits package including health, dental, and vision insurance, 401K, vacation, and generous parental leave
- Paid time off
- Professional Development training opportunities
