Customer Care Advisor I

Western States Equipment•Meridian, ID

3d•Onsite

About The Position

The Customer Care Advisor, I provides best in class customer care by acting as a point of contact for Western States Equipment customers and internal partners. This role supports high-demand overflow calls and dedicated customer support needs by delivering empathetic and solution-oriented service aligned to Western States’ Care Commitment. Each interaction is an opportunity to validate and enrich customer information in alignment with the WSE Customer Data Standard, helping enable more effective sales, service, and marketing outreach. The Customer Care Advisor I also identifies basic prospect and lead indicators and ensures accurate documentation and routing to support customer satisfaction, retention, sales growth, and digital engagement.

Requirements

High school diploma or GED required.
0–2 years of customer service or call-center experience preferred.
Must be able to communicate effectively in English.
Strong listening, verbal communication, and customer service skills.
Ability to remain calm and professional while resolving issues.
Strong attention to detail and documentation accuracy.
Ability to follow scripts, workflows, and established standards.
Proficiency in Microsoft Outlook, Word, and Excel.

Nice To Haves

Spanish is a plus.

Responsibilities

Serves as a first point of contact for internal and external customers, ensuring friendly and professional service.
Answers inbound inquiries, determines the nature of the request, and provides accurate information or routes appropriately.
Uses active listening to understand customer needs and confirm next steps.
Accurately documents customer interactions and follow-up actions.
Escalates non-standard or difficult calls according to defined procedures.
Meets or exceeds customer care and quality standards.
Validates and updates customer contact and account information during interactions.
Ensures required fields and documentation standards are met.
Flags incomplete or inaccurate information for correction.
Identifies basic prospect and lead signals during customer conversations.
Captures and routes lead information following defined processes.
Reinforces digital engagement options and next-step resources when appropriate.
Performs clerical and administrative tasks including data entry and customer follow-up.
Adheres to all customer care standards and operating procedures.
Participates in training and strategic initiatives as assigned.
Works within and promotes the corporate mission, and values.
Performs other duties as assigned.