Customer Service Associate II

Job Description

Are you passionate about helping people and delivering exceptional customer experiences? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities to learn?

Are you passionate about helping people and delivering exceptional customer experiences? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities to learn?

Join our Central Sales Group Customer Care team and become a trusted resource for customers across North America. As a Customer Care Associate II, you'll play a vital role in helping customers succeed by providing personalized support, solving problems, and ensuring every interaction reflects our commitment to world-class service.

This is more than a customer service role. It's an opportunity to build valuable business, technology, and relationship management skills while working with a supportive team that celebrates success and encourages growth.

• Deliver exceptional customer service on every interaction.
• Support customers via inbound phone calls and account inquiries.
• Assist with order placement, quotes, returns, and other customer needs.
• Build expertise in our products, systems, and business processes.
• Actively listen to understand customer challenges and provide effective solutions.
• Maintain accurate records and detailed customer notes.
• Navigate multiple systems and resources to quickly resolve customer requests.
• Learn and adapt to new technologies and business tools.
• Contribute to team success by meeting performance goals and quality standards.
• Maintain schedule adherence while providing consistently excellent customer experience.

• At least 1 year of customer service experience.
• Strong verbal and written communication skills.
• Availability to work a full-time schedule between 8:00 AM and 8:00 PM ET.

• Experience with Microsoft Office products.
• Experience using Salesforce.
• Experience with Epicor Prophet 21 (P21) or SAP.
• Bilingual language skills are a plus.
• A strong communicator with excellent verbal and written skills.
• Organized, detail-oriented, and reliable.
• Comfortable multitasking and working in a fast-paced environment.
• Proactive problem solver who takes ownership of customer concerns.
• Adaptable and eager to learn new technologies and processes.

At ADI, we believe great customer experiences start with great people. When you join our team, you'll have the opportunity to:

• Work alongside talented and supportive colleagues.
• Build skills that can grow your career.
• Learn industry-leading systems and technologies.
• Make a meaningful impact on customers every day.
• Be recognized for your contributions and performance.
• Join a culture built on collaboration, accountability, and continuous improvement.

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,…