Job Description

Reporting to the Customer Care Supervisor, the Customer Care Associate I will be responsible for offering world-class customer service to all customers. This role requires someone who is motivated, experienced, and dynamic. The candidate must be comfortable working in a fast-paced, entrepreneurial environment that is goal oriented and emphasizes accountability for delivering results. The Customer Care Associate I should remain calm under pressure while meeting customers’ needs, have an eye for details, and excellent follow-up skills.

JOB DUTIES:

• Assist with routine tasks such as order placement, returns, account updates, website login support, and order tracking.

• Perform accurate data entry and maintain clear, organized records of customer interactions.

• Follow written and verbal instructions to complete repetitive tasks with consistency and attention to detail.

• Enter and maintain accurate case records in Salesforce and other systems.

• Identify and resolve common customer issues using predefined procedures and guidance from supervisors.

• Escalate unfamiliar or complex issues to senior team members as needed.

• Demonstrate basic computer literacy, including familiarity with email, web browsers, and data entry tools.

• Work effectively under close supervision in a structured environment with a positive, team-oriented attitude.

• Meet monthly KPIs and adhere to schedule expectations.

YOU MUST HAVE:

• High School diploma or equivalent
• Strong verbal and written communication skills
• 0-1 Year Customer Service
• Must be able to work full-time hours between 8am-8pm EST.

WE VALUE:

• Experience using Microsoft Office Products
• Salesforce Experience

WHAT'S IN IT FOR YOU:

• Medical, Dental, Vision, Commuter Benefit, Pet Insurance and 401k participation from Day 1
• 2 weeks' accrued vacation time in years 1 and 2, and 3 weeks starting in year 3
• 12 paid holidays each year
• Four weeks parental leave without using vacation time
• Team Member discounts on company products and other retail/service providers
• Monday to Friday working hours - no weekends
• Opportunity to progress within a global business

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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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