Client Experience & Service Advocate

Client Experience & Service Advocate

Halethorpe, MD

Posted on Career Page

ADU

Description

Since 1982, Appliance Distributors Unlimited (ADU) has been the Mid-Atlantic’s most trusted appliance source. We offer a wide variety of kitchen and laundry appliances, along with customizable solutions that appeal to custom home builders, kitchen designers, home remodelers, property managers, and homeowners.

Our showrooms display the brands and styles and allow customers to compare products, explore options, and make purchases. They are staffed with experienced inside sales professionals who use a consultative and relationship-building approach to selling appliances.

We currently have a full-time opening in our operations department for a Client Experience & Service Advocate at our corporate office in Halethorpe, Maryland. In this role, you will be the voice of the client within our organization. Your primary role is to ensure every customer receives exceptional service and support. You will handle client inquiries, resolve issues, and proactively contribute to improving the overall client journey.

About the Role

If you love helping people, thrive under pressure, and can remain calm and kind when others are under stress, this is the role for you.

As a Client Experience & Service Advocate at ADU, you will be the voice and problem-solver for homeowners and builders navigating luxury appliance installations and warranties. You'll manage service claims, communicate with manufacturers, and keep customers informed every step of the way. You will also be the link between multiple departments—Sales, Quality Assurance, Logistics, Purchasing, and Accounting—making sure everyone's aligned and the customers always come first!

This role is ideal for someone who is proactive on the phone, a confident communicator, and comfortable handling every conversation with empathy and professionalism.

Requirements:

Be the go-to contact for customers and builders when service or warranty issues arise.

Own the communication-reach out before customers have to call you, and keep everyone informed until resolution.

Handle escalated or sensitive cases with patience and care, transforming challenging moments into positive experiences.

File and track manufacturer warranty claims, and follow up to ensure ADU is reimbursed for completed work.

Collaborate with the team in Sales, Quality Assurance, Logistics, Purchasing, and Accounting to align on resolutions.

Maintain all records and communications in the CRM to keep the process transparent and efficient.

Identify patterns, report common issues, and contribute to improving processes to make everything run more smoothly for everyone involved. Stays calm under pressure and handles emotional conversations with empathy.Communicates clearly and confidently, whether by phone, email, or in person.

You'll Succeed If You:

You are a natural problem solver who enjoys helping others.

Communicates clearly and confidently, whether by phone, email, or in person.

Stays calm under pressure and handles emotional conversations with empathy.

Love working in a team-first environment.

Are organized, detailed, oriented, and comfortable at juggling multiple tasks.

Have experience with CRM tools or are eager to learn.

Benefits:

Medical/Dental/Vision health insurance plans after 60 days of full-time employment.

Simple IRA retirement plan with a contribution of up to 3% after six months of full-time employment

Eligible for accrued PTO after 90 days of employment. PTO is accrued when working 40 hours weekly.

Eligible for paid Holidays after 90 days of employment: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Day, and the day after Christmas.

Employee referral program

Mileage reimbursement

Job Type: Full-time

Pay: $21.63 - $31.25 Based on experience.

Benefits

Health insurance

Dental Insurance

Vision Insurance

Paid time off

Paid training

Shift:

8-hour shift

Day shift

Work Location: In person

Requirements

High School Diploma

Proficiency in using the Microsoft Office Suite

Ability to develop a rapport

Excellent communication and follow-up skills

Vehicle for full-time use

Available to work Monday through Friday from 8:30 am - 5:30 pm