Customer Experience Associate

Help grow a safer, cleaner, healthier future for everyone, every day. 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 for our customers. You will be a part of a team of Customer Support Specialists, Customer Quotation Specialists, 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 Life Safety Team Lead.

Position Summary: As a Customer Experience Associate, you will manage incoming customer requests via Salesforce.com and Microsoft Outlook, ensuring timely and accurate responses based on SLA. You will oversee the experience for onsite visitors, providing exceptional support and owning the customer visit process.

Your responsibilities will include managing emails through our CRM while identifying customer needs and delegating workload to the team. This role emphasizes continuous improvement, leveraging CRM data to advocate customer needs and providing insights to improve processes and systems. Success will be measured by achieving personal and team qualitative and quantitative targets while contributing to initiatives that drive a best-in-class support system.

What you will do:

• Manage incoming requests through CRM – Salesforce.com and Microsoft Outlook.
• Distribute and categorize incoming requests to the team.
• Maintain team responses and canned answers to ensure the same customer experience for every customer.
• Provide support for any onsite visitors.
• Own the experience for any customer visits.
• Support subscription renewals and New Customer Requests.
• Identify customers’ needs and provide solutions when handling customer requests.
• Communicate with other areas of the company regarding customer questions and concerns.
• Meet personal and team qualitative and quantitative targets, as well as contribute to process improvements and initiatives to help drive a best-in-class support.
• Advocate for customer needs within the business providing insights to other functional areas to ensure continuous improvement by using CRM data.
• Perform other job duties as assigned.

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.

Performance Objectives:

• Achieve a high level of customer satisfaction by consistently attaining customer service standards measured through KPIs.
• Identify and recommend at least one improvement per quarter, contributing to a more efficient and customer-friendly system.
• Support building and maintaining training documentation for the position.
• Manage case load and ability to multi-task incoming emails and requests.
• Maintain accurate customer records and transactions within Salesforce.
• Resolve customer issues by working with internal departments and escalating issues based on CRM data.
• Ensure that all onsite visitors receive the best experience.
• Support with process improvements based on customer feedback.

Job Skills:

• Strong interpersonal and communication skills.
• Demonstrate your passion for gaining new skills.
• Proven ability to problem-solve.
• Strong active listening and empathy skills.
• Patience and composure under pressure.
• Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people both within and outside of the organization.
• Strong ability to build relationships with customers.
• Ability to use Outlook and Microsoft-based programs.

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 of customer service or inside sales experience.

AVIRE is committed to fostering a diverse and inclusive workplace, where all individuals' unique perspectives and capabilities are valued. We provide equal job opportunities to all applicants and promote fairness in our hiring process.

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.