Customer Experience Associate

Why Join AVIRE?

Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support–growing our business together? If you have answered yes to these questions, we should connect!

The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for providing outstanding service support to our customers. You will be a part of a team of Customer Services Specialist, Inside Sales Specialist, Regional Sales Managers, Technical Support Specialists, and Marketing Communications experts with the collective goal to provide the best customer experience in the industry, supporting our customers through every stage of the buying process. Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position reports to the North America Customer Experience Manager.

What you will do:

1. Manage incoming requests through CRM – Salesforce and Microsoft Outlook.
2. Provide support for any onsite visitors. Own the experience for any customer visits.
3. Review order status to ensure accuracy and drive proactive customer outreach.
4. Manage inbound calls, oubound calls and emails in a timely manner, and maintain records utilizing our CRM – Salesforce.
5. Identify customers’ needs and provide solutions when handling customer requests.
6. Communicate with other areas of the company with regards to customer questions and concerns.
7. Meet personal and team qualititative and quantitative targets, as well as contribute to process improvements and initiatives to help drive a best-in-class support.
8. Advocate for customer needs within the business providing insights to other functional areas to ensure continuous improvement by using CRM data.
9. Performs other job duties as assigned.

Performance Objectives

1. Achieve a high level of customer satisfaction by creating service level agreements
2. Manage case load and ability to multi-task incoming emails and requests
3. Maintain accurate customer records and transactions within Salesforce 
4. Resolve customer issues by working with internal departments and escalating issues based on CRM data
5. Ensure that all onsite visitiors receive the best experience
6. Support with process improvements based on customer feedback        

We want someone who displays:

• Action-Oriented Curiosity: You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.
• Collaboration: You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome.
• Empowerment: You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more.
• Accountability: You take responsibility for your actions, and you deliver on your commitments.
• Inclusion: In all aspects of your work, you treat everyone with respect.

Qualifications

• Associates degree in Business Administration, Marketing, Communications, Sales, Engineering, or a related field or equivalent experience. Bachelor’s degree is preferred.
• A minimum of 1 year service or hospitality experience.
• Fluent in English and primary language used in area of responsibility and/or location
• Excellent written, verbal, and interpersonal communication skills to work effectively with diverse groups of people both within and outside of the organization
• Strong passion for continuous learning and professional development
• Proven ability to problem-solve
• Strong active listening and empathy skills
• Patience and composure under pressure
• Strong ability to build relationships with customers
• Ability to use Outlook and Microsoft based programs

Who is AVIRE?

AVIRE combines 4 market-leading brands (MEMCO, MICROKEY, RATH and JANUS) 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 has Manufacturing and R&D locations in 3 countries, Sales & Marketing in 7 countries, and employs approximately 400 people globally. AVIRE is committed to fostering a diverse and inclusive workplace, where all individual’s unique perspectives and capabilities are valued. We provide equal job opportunities to all applicants and promote fairness in our hiring process.

AVIRE is part of the Halma group (www.halma.com). Halma bets on talent! We are looking for 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.

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
• Hybrid schedule with flexibility

How do I apply?

If you are interested in learning more about the company and this position, please send your resume to: Kathryn.derse@avire-global.com.