Customer Experience Associate

Halma plc

11d • Onsite

About The Position

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

Requirements

• 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
• Associates degree in Business Administration, Marketing, Communications, Sales, Engineering, or a related field or equivalent experience.
• A minimum of 1 years of customer service or inside sales experience.

Nice To Haves

• Bachelor’s degree is preferred.

Responsibilities

• 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 with regards to 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.
• Performs other job duties as assigned.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree