What are the responsibilities and job description for the Senior Customer Service Representative position at AVIRE?
About Us
AVIRE is a global leader in the emergency communications and life safety industries, combining 4 market-leading brands under its umbrella. With a strong market presence, unique identities, and a long history of success, AVIRE is committed to fostering a diverse and inclusive workplace.
Job Description
The Senior Customer Service Representative will play a key role in leading and enhancing customer service operations, developing and implementing effective customer support policies and procedures, and advocating for the voice of the customer. This role involves ensuring critical KPIs are tracked and achieved, overseeing case management and complaint review processes, and maintaining accurate reporting through tools like PowerBI and SalesForce dashboards.
Responsibilities
- Develop and implement effective customer support policies and procedures
- Advocate for the voice of the customer across all departments
- Support and track critical KPIs for the team to ensure sustainability and drive a culture of continuous improvement
- Ensure case management and complaint reviews process
- Develop talent to ensure optimal performance, drive growth, and build an enriching work experience for the team
What We Offer
- 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
