Customer Care Associate

ADS, Inc. began more than 20 years ago by outfitting Navy SEALS with quality dive equipment, and today we're proud to manage 3,000 supplier partnerships and over 50,000 products.

Please watch this video to learn more about ADS Inc! http://bit.ly/ADS_Mission

JOB TITLE: Customer Care Associate

LOCATION: ADS Headquarters (Virginia Beach, VA - Not Remote)

Responsibilities:

• Act as a company gatekeeper to incoming calls and emails
• Greet customers warmly and ascertain problem or reason for calling in a manner that creates a positive and lasting BRAND impression
• Process post order issues in collaboration with our Sales teams
• Successfully handle multiple cases, emails, and incoming calls with minimal errors
• Work cross-functionally within all departments to maintain working knowledge of how the company operates and offer ways to better serve our customers
• Assist customers on the spot - answer questions and/or provide solutions when able
• Maintain basic working knowledge of internal processes to address inquiries
• Initiate and implement proper corrective action to resolve customer issues
• Communicate and coordinate with internal departments and suppliers to resolve cases and meet customer needs
• Maintain detailed communication activity in customer account pages
• Provide feedback and/or ideas to improve the customers' experience
• Contribute to the development and maintenance of standards, policies, and procedures regarding customer service
• Communicate with customers at all levels to garner feedback needed to improve the customers' experience

Required Qualifications: Knowledge, Skills, and Abilities:

• Desire to create memorable, lasting impressions with ADS customers
• Experienced in customer service principles and practices
• Effective multi-tasker that thrives when shifting tasks
• Professional interpersonal and communication skills - verbal and written
• Ability to effectively interact with all levels of internal and external business partners
• Effectively work in a fast-paced team environment
• Strong PC skills, knowledge of Windows OS and internet, ability to type quickly and free of errors
• Experience with Salesforce.com, Oracle E-business Suite preferred
• Experienced in Microsoft Excel, Word, and PowerPoint
• Strong organizational skills, ability to prioritize and multitask
• Strong telephone skills

ADS believes that a diverse work environment leads to bigger thinking and more creative solutions to our customers problems, and we are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or gender identification, national origin, or any other legally protected characteristic. We strive to represent our community with a workforce diverse in gender and ethnicity. We actively seek out veterans and the disabled for opportunities at ADS.

Please note: ADS may be subject to mandatory employment-related COVID-19 vaccination requirements. Therefore, to the extent any such mandates apply, covered employees may be required to provide adequate documentation of full vaccination against COVID-19, unless otherwise qualified for legal medical or religious accommodation.

Education

• High School/GED or better

Skills

• Organization
• Administrative
• Customer Service

Behaviors

• Team Player: Works well as a member of a group
• Loyal: Shows firm and constant support to a cause
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Self-Starter: Inspired to perform without outside help
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)