Customer Service Lead

Halma plc; Virginia; On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Bonus program

Health insurance

Dental and vision insurance

401K

Job summary

AVIRE, part of the Halma group, seeks a Customer Service Lead to elevate our customer experience across the Americas. You will develop and implement support policies, advocate for customers, and ensure critical KPIs are tracked and achieved.

You will oversee case management and complaint reviews, ensure timely resolutions, and maintain accurate reporting through Power BI and Salesforce dashboards. A focus on team development, regular one-on-one meetings, and growth conversations is essential.

Qualifications

• Associate degree in business administration, marketing, communications, sales, engineering, or a related field or equivalent experience.
• Bachelor’s degree preferred.

Responsibilities

• Develop and implement effective Customer Service policies and procedures.
• Advocate for the voice of the customer across departments.
• Support and track critical KPIs to drive continuous improvement and sustainability.
• Ensure accuracy of PowerBI and Salesforce dashboards and reports.
• Develop talent through regular one-on-one meetings and feedback.
• Lead onboarding for new customers and maintain exceptional service standards.

Skills

Policy development

Customer support

KPI tracking

PowerBI

Salesforce

Team leadership

Communication

Education

Associate degree

Bachelor’s degree preferred

Tools

PowerBI

Salesforce

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.

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

Whatyouwilldo:

• ResponsibleforthedevelopmentandimplementationofeffectiveCustomerServiceSupportpoliciesandprocedures.
• Advocateforthevoiceofthecustomeracrossalldepartments.
• SupportandtrackcriticalKPIsfortheteamtoensuresustainabilityanddriveacultureofcontinuousimprovement.EnsureaccuracyofPowerBIreportsandSalesForcecasemanagementdashboards.
• Ensurecasemanagementandcomplaintreviewsprocess.Ensureallcomplaintsarefollowedupinatimelymanner.
• Developtalenttoensureoptimalperformance,drivegrowth,andbuildanenrichingworkexperiencefortheteam.
• 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.
• Identifyandrecommendoneimprovementforthedepartmentquarterly.
• Documentationandupdatesarecomplete,accurate,andtimely.
• Emphasizetheimportanceofteamworkandsteppinginduringbusyperiodstoensurethejobgetsdone,evenifitmeanslongerhoursoccasionally.
• AchieveandmaintainteamKPI’s.
• Ensureteammeetscasecomplaintstatusfromopentostartedwithin24-hoursat80%response.

Qualifications

• Associate’sdegreeinbusinessadministration,Marketing,Communications,Sales,Engineering,orarelatedfieldorequivalentexperience.Bachelor’sdegreeispreferred.
• Aminimumof5yearsofcustomerserviceorinsidesalesexperience.
• 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.

AVIREispartoftheHalmagroup(www.halma.com).Halmabetsontalent!Wearelookingforbright,ambitiouspeopletojoinourteamandstayforthelongterm.Withover45businessesunderitsownership,Halmaisagreatplacetostart,advance,oraccelerateyourcareer.

Avireisanequalopportunityemployer.

Benefits

Competitivebasesalary

Participationinthecompanybonusplan

Completebenefitspackageincludinghealth,dental&visioninsurance,401K,vacation,andgenerousparentalleave

Paidtimeoff

ProfessionalDevelopmenttrainingopportunities