What are the responsibilities and job description for the Customer Solutions Specialist position at ADS, Inc.?
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 Solutions Specialist
Location: ADS Headquarters Virginia Beach, VA (Not Remote)
Our Mission at ADS Inc. is to actively seek our customers’ equipment and logistical challenges and deliver innovative and cost-effective solutions. As we focus on growing our business, providing managers with high quality, reliable information and insights is critical for success. As a Customer Solutions Architect, you will play a pivotal role in driving these efforts at ADS.
RESPONSIBILITIES
- Monitors group inbox and inbound phone line.
- Manages data driven customer service systems and strategies to enhance the customer experience.
- Communicates with internal stakeholders on case requirements and drives resolution.
- Cultivates trust and builds relationships with customers by identifying, documenting, and measuring pain points and desired business outcomes.
- Monitors daily metrics and work queues to prioritize case load while mitigating risks and closing cases.
- Identify, evaluate and understand customer needs and consistently provide complete and accurate solutions, including product and order information. Provide detailed issue diagnosis while minimizing call backs.
- Leads high customer satisfaction using data and proactive solutions.
- Ensures high priority accounts are prioritized accordingly
MINIMUM REQUIREMENTS
- High School diploma or equivalent.
- Minimum 2 years of customer service experience.
- 3 years of experience in Microsoft Office applications with a high level of proficiency in Excel.
- 3 years of data entry experience.
PREFERRED QUALIFICATIONS
- Prior experience in Salesforce & Oracle is a plus.
- Ability to effectively prioritize in a high-volume, multi-tasking environment.
- Proven ability to enter data, record and file accurately.
- Superior attention to detail, results-driven, self-starter with excellent communication, and organizational skills.
- Remarkable interpersonal and customer service skills necessary as well as the ability to work independently or in a team.
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.
