Customer Service Lead

Join Us as a Lead Customer Service Representative at Valcom, a Potter Global Technologies Company

At Valcom, we've spent nearly 50 years helping schools, hospitals, and businesses communicate when it matters most. From our home in Roanoke, Virginia, we design and manufacture paging, intercom, and emergency communication systems, delivered through a trusted network of integrator and distributor partners.

Valcom is part of Potter Global Technologies, a global leader in life safety solutions with more than 125 years of history protecting lives around the world. That means you get the best of both worlds: the close-knit team and hands-on impact of Valcom, backed by the resources and reach of a global life-safety family.

Together, our vision is for our customers to know us as their innovative, easy-to-do-business-with, best-in-class life-safety product partner. With a passion for creating safer environments worldwide, our mission is to provide our customers with a team of real people who connect them with reliable expertise in life safety applications.

If you're inspired by purpose, energized by collaboration, and thrive in an environment of feedback, ownership, and experimentation, you'll feel at home here.

As a Lead Customer Service Representative, you will play a key role in delivering exceptional customer experiences while supporting the daily operations and continued success of our Customer Service team. You'll serve as a trusted resource for customers and team members, managing customer relationships, coordinating orders, resolving complex issues, and helping ensure efficient and consistent service delivery. Working closely with the Customer Service Manager, you'll provide guidance and mentorship to fellow representatives, coordinate workflow, and collaborate with teams across the organization to deliver reliable solutions that meet customer needs.

What You’ll Do

• Build strong relationships with customers, serving as a trusted resource for product information, order updates, and service needs.
• Deliver an exceptional customer experience by managing orders, preparing quotes, and ensuring accurate, timely communication throughout the process.
• Take the lead in resolving complex customer concerns, working to find practical solutions that build trust and customer satisfaction.
• Partner with Sales, Production, Engineering, Shipping, and Finance to keep orders moving smoothly and customer commitments on track.
• Support the Customer Service Manager in coordinating daily activities, balancing priorities, and keeping the team organized and efficient.
• Share your knowledge and experience by coaching, mentoring, and supporting fellow Customer Service Representatives.
• Look for opportunities to make things better, using customer feedback and service trends to recommend improvements.
• Help maintain accurate customer information and documentation while supporting consistent, reliable service.
• Pitch in where needed, including providing front-desk coverage and supporting other team priorities.

Qualifications

What You Bring

Experience That Drives Success

• An associate degree in Business or a related field.
• 5+ years of experience in customer service or inside sales.
• Previous leadership, coaching, or mentoring experience.
• Experience managing multiple customer territories and building strong customer relationships.
• Strong experience coordinating customer orders, resolving service issues, and managing competing priorities.
• Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
• Eagerness to develop in-depth knowledge of company products and systems to provide knowledgeable, effective customer support.
• Experience in a manufacturing or technical customer support environment (preferred)
• Experience with Sage X3, Salesforce, and/or IntelliChief (preferred).
• Experience managing escalated customer concerns professionally (preferred)
• Fluency in Spanish or French (preferred)

Key Strengths & Skills

• Customer-focused mindset with a passion for building strong relationships and delivering exceptional service.
• Strong organizational skills with the ability to balance competing priorities and keep daily operations running smoothly.
• Leadership abilities with a talent for coaching, mentoring, and supporting team members.
• Excellent communication and collaboration skills across teams and departments.
• A proactive approach to identifying challenges, improving processes, and enhancing the customer experience.
• Strong attention to detail and commitment to accuracy.
• Ability to recognize customer service trends and turn feedback into meaningful improvements.
• Strong problem-solving and de-escalation skills, with the confidence to navigate complex customer situations.

Our Culture

• We build strong relationships - with teammates, partners, and customers
• We take pride in knowing every product we build serves the purpose of protecting lives
• We listen actively, coach frequently, and own our results
• We foster innovation, value curiosity, and believe that experimentation is part of growth
• We create a welcoming and inclusive space where everyone belongs
• We take ownership of our work - quality and safety are at the core of what we do

Benefits That Matter

• Employee Ownership Program – You’re not just an employee - you’re an owner. We share success together.
• Competitive health, dental, and vision plans
• 401(k) with company match
• Generous paid time off and holidays
• Continuous learning and development opportunities
• Financial Wellness programs including complimentary Certified Financial Planner sessions
• Recognition programs that celebrate individual and team wins
• A mission-driven team that supports life-saving outcomes, every day

Location

This is a full-time, on-site position at our Valcom manufacturing facility in Roanoke, VA. The regular work schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m., 40 hours per week. Occasional schedule adjustments may be necessary to accommodate business needs.

Ready to Apply?

Ready to make a real impact? If you’re driven, curious, and excited to grow with a team that’s changing the world - and where you’re not just an employee but an owner - we want you on board!

Join us, and let’s create safer environments together - making a global difference you’ll be proud to own.