Job Description

The Customer Care Associate II, reporting to the Customer Care Supervisor, is responsible for providing outstanding customer service while managing a wider range of customer inquiries independently. This role is ideal for a motivated and experienced individual who is confident in handling more complex customer situations. Working in a fast-paced and goal-driven environment, the candidate must demonstrate accountability for achieving results. The Customer Care Associate II consistently uses sound judgment, pays close attention to detail, and follows through on tasks to ensure a high-quality customer experience.

JOB DUTIES

• Support a range of customer needs including order placement, returns, account updates, website login assistance, and order tracking; resolve routine to moderately complex issues using established procedures and sound judgment.

• Maintain accurate, well-documented case records in Salesforce and related systems, ensuring data integrity and clear tracking of customer interactions.

• Execute tasks with a high level of accuracy and attention to detail while following established processes and identifying opportunities for efficiency.

• Recognize recurring issues or trends and escalate as needed, providing clear documentation to support timely resolution.

• Demonstrate proficiency with core systems and tools, including email platforms, web-based applications, and data entry systems.

• Collaborate with team members and partner with other departments to support customer needs while effectively managing workload priorities in a structured environment.

• Consistently meet performance expectations, including KPIs, quality standards, and schedule adherence.

MUST HAVE

• High School diploma or equivalent
• Strong verbal and written communication skills
• 1-2 Years Customer Service
• 1-2 Years relevant industry experience

WE VALUE

• Experience using Microsoft Office Products
• P21 or SAP Experience
• Salesforce Experience
• French speaking preferred

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ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com

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