Customer Service Lead

Halma; Sussex (WI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid time off

Job summary

AVIRE in Sussex, Wisconsin seeks a Customer Service Lead to enhance our customer service operations and develop effective support policies. You will advocate for the voice of the customer and drive KPI-backed improvements across the Americas team.

You will oversee case management, complaint reviews, regular coaching, and professional growth activities while maintaining excellent onboarding experiences for new customers and ensuring timely resolutions.

Qualifications

• Associate degree in business administration, marketing, communications, sales, engineering, or related field.
• Bachelor’s degree is preferred.
• Previous experience leading and/or training a team is preferred.

Responsibilities

• Advocate for the voice of the customer across all departments.
• Ensure case management and complaint reviews; ensure all complaints are followed up in a timely manner.
• Support the team with regular one-on-one meetings, providing feedback and facilitating growth conversations.
• Provide thoughtful leadership through effective goal setting, delegation, communication and development.
• Maintain communication, coordination, and working relationships with company personnel and management.
• Work closely with other departments—including other company sites—to drive change, implement processes, hit timelines, and do so sustainably.
• Ensure a seamless new customer setup.
• Perform other duties as assigned.

Skills

Leadership

Team training

Communication

Education

Associate degree in business administration, marketing, communications, sales, engineering or related field

Bachelor’s degree preferred

Job description

Work with a global company whose purpose is connecting and protecting people

AVIRE combines 4 market-leading brands (Rath, Janus, Microkey, and Memco) within the elevator and emergency communications industries; currently offering light curtains, emergency telephones/ GSMs, ERCES, and area of refuge. Each brand has a strong market presence, a unique identity, a distinct product range, and a long, successful history.

Function: Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type: Full time

Location: Sussex, Wisconsin

Job Description

Help grow a safer, cleaner, healthier future for everyone, every day.

WhyjoinAVIRE?

Doyouhaveanentrepreneurialmindset?Doyoulikebeingpartofhighgrowth,highimpactenvironments?Areyoulookingforanopportunitytoprovideyourcustomerswithconsultativesupport? Ifyouhaveansweredyestothesequestions,weshouldconnect!

TheAmericasAVIREteamislookingforahighlydriven,highlymotivatedindividualtotakeustonewheights.Inthisrole,youwillberesponsibleforprovidingoutstandingservicesupportforourcustomers.YouwillbeapartofateamofCustomerSupportSpecialists,CustomerQuotationSpecialists,RegionalSalesManagers,TechnicalSupportSpecialists,andMarketingCommunicationsexpertswiththecollectivegoaltoprovidethebestcustomerexperienceintheindustry,supportingourcustomersthrougheverystageofthebuyingprocess.Further,youwillbeapartofateamthathasatrackrecordofdeliveringdoubledigitcompoundgrowthwhilesupportingeachother.ThispositionreportstotheNorthAmericaCustomerExperienceManager.

JobSummary:

AstheCustomerServiceLead,youareresponsibletoleadandenhanceourcustomerserviceoperations.Thisroleisresponsiblefordevelopingandimplementingeffectivecustomersupportpoliciesandprocedures,advocatingforthevoiceofthecustomer,andensuringcriticalKPIsaretrackedandachieved.

TheCustomerServiceLeadwilloverseeasemanagementandcomplaintreviewprocessestoensuretimelyresolutionandmaintainaccuratereportingthroughtoolssuchasPowerBIandSalesForcedashboards.Akeyfocuswillbeonteamdevelopment,providingregularfeedback,conductingone-on-onemeetings,andfacilitatingprofessionalgrowthtobuildanenrichingworkenvironment.Thisrolealsoincludesensuringaseamlessonboardingexperiencefornewcustomerswhilemaintainingexceptionalcustomersupportstandards.

Whatyouwilldo:

• Advocateforthevoiceofthecustomeracrossalldepartments.
• Ensurecasemanagementandcomplaintreviewsprocess.Ensureallcomplaintsarefollowedupinatimelymanner.
• Supportstheteamwithregularone-on-onemeetings,providingfeedbackandfacilitatinggrowthconversations.
• Providesthoughtfulleadershipthrougheffectivegoalsetting,delegation,communicationanddevelopment.
• Effectivelymaintainscommunication,coordination,andworkingrelationshipswithcompanypersonnelandmanagement.
• Workscloselywithotherdepartments–includingothercompanysites–todrivechange,implementprocesses,hittimelines,anddosoinasustainableway.
• Ensureaseamlessnewcustomersetup.
• Performotherdutiesasassigned.

Wewantsomeonewhoshows:

Action-Oriented Curiosity:

You readilytake on challenges,and you identifyandseizenewopportunities.Youhavean outstandinghistoryofdeliveringonyourprojects.Youworkontheproblemsthattrulyneedsolving,andyoueffectivelychallengetheorganizationtobe better.Youcancutthroughtheclutterandfocusontheprioritiesthatalignwithorganizationalobjectives.

Collaboration

Youembracetheuniqueexperiences,viewpoints,andabilitiesofyourteammatesandproactivelyengagethosedifferencestocometothebestpossibleoutcome.Creatinganeffectivesalesteamisincrediblymotivatingtoyou,andyouputyouremployeesfirstrecognizingthatyousucceedonlywhentheysucceed.

Empowerment

Youthriveinanenvironmentwhereyoucanmakedecisions.Youdonotshyawayfromtakingastand,andyourecognizetheimportanceofchallengingtheteamtoensurethatwestriveformore.Youalsoempoweryouremployeestomakedecisionsgivingthemthetoolstodososuccessfully.

Accountability:

Youtakeresponsibilityforyouractions,andyoudeliveronyourcommitments.Youholdthemembersofyourteamtohighstandardswhileensuringtheyhavethesupportthattheyneedtoreachthoseloftygoals.

Inclusion:

Inallaspectsofyourwork,youtreateveryonewithrespect.

Job Skills

• Bearolemodelfortheteambydemonstratingprofessionalism,positivity,andstrongworkethic.
• Ensuregoodcommunicationandeffectiveworkingrelationshipsexistwithotherdepartments.
• Ensureteammeetstargetofindividualprocessimprovementsquarterly.
• Emphasizetheimportanceofteamworkandsteppinginduringbusyperiodstoensurethejobgetsdone,evenifitmeanslongerhoursoccasionally.
• Ensureteammeetscasecomplaintstatusfromopentostartedwithin24-hoursat80%response.

Qualifications

• Associate’sdegreeinbusinessadministration,Marketing,Communications,Sales,Engineering,orarelatedfieldorequivalentexperience.Bachelor’sdegreeispreferred.
• Previous experience leading and/or training a team is preferred

WhoisAVIRE?

AVIRE combines4market-leadingbrands(MEMCO,MICROKEY,RATHandJANUS)withintheemergencycommunicationsandlifesafetyindustries.

Eachbrandhasastrongmarketpresence,auniqueidentity,adistinctproductrangeandalong,successfulhistory.AVIREhasManufacturingandR&Dlocationsin3countries,Sales&Marketingin7countries,andemploysapproximately400peopleglobally.AVIREiscommittedtofosteringadiverseandinclusiveworkplace,whereallindividual’suniqueperspectivesandcapabilitiesarevalued.Weprovideequaljobopportunitiestoallapplicantsandpromotefairnessinourhiringprocess.

Paidtimeoff

#AVIRE #LI-LS1