Customer Service Advisor

Protocase Inc./45Drives Ltd. • Wilmington, NC

8d • $45,000 - $60,000 • Onsite

About The Position

As a Customer Service Advisor, you'll be the first point of contact for customers as they begin their journey with 45Drives. Your role is to ensure every customer receives a professional, responsive, and positive service experience while helping guide them to the right resources throughout the support process. Working closely with our Solution Specialists, Account Managers, and Technical Support teams, you'll coordinate customer communications, monitor support requests, and ensure inquiries are handled efficiently. You'll also identify opportunities to strengthen customer relationships, improve customer satisfaction, and uncover potential opportunities to expand existing customer accounts.

Requirements

• High school diploma, general education degree (GED), or equivalent.
• Experience providing exceptional customer service.
• Experience supporting customers over the phone, through email, and remote desktop tools.
• Comfortable working in a fast-paced environment while managing multiple customer requests.
• Strong computer skills and the ability to quickly learn new software.
• Ability to analyze customer issues and determine the appropriate course of action.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• High attention to detail in both communication and process.
• Ability to remain calm and professional under pressure.
• Self-motivated with the ability to think on your feet and take initiative.
• People-focused with a genuine desire to help customers succeed.
• Willingness to continuously learn new technologies and processes.
• Ability to work on-site in Wilmington, NC.
• Flexibility to occasionally participate in evening customer calls and weekend support.
• Eligible to work in the United States.

Nice To Haves

• Previous sales or account development experience.
• Experience working in a call center or customer contact center.
• Experience supporting technical products or enterprise technology solutions.
• Experience working with technical systems or IT infrastructure.
• Familiarity with CRM, ticketing, or customer support platforms.

Responsibilities

• Contact new customers to begin their service experience and provide guidance on purchased products and services.
• Follow up with customers after ticket resolution to ensure satisfaction and gather quality feedback.
• Conduct customer outreach campaigns related to technical bulletins and service updates.
• Grade and triage inbound support tickets to ensure they are routed appropriately.
• Monitor the inbound support queue and help maintain timely response times.
• Schedule customer meetings, follow-ups, and ongoing service requests.
• Respond promptly and professionally to customer inquiries via phone, email, and remote support channels.
• Monitor and maintain customer KPIs to ensure service expectations are consistently met.
• Provide product knowledge and direct customers to the appropriate internal teams.
• Communicate customer feedback and emerging needs to Solution Specialists and Account Managers.
• Identify opportunities to introduce additional products or services that provide value to existing customers.
• Contribute to continuous improvements in customer service processes and communication.

Benefits

• Medical, Dental, Life Insurance, and Group Insurance available after two months of full-time employment.
• Two weeks of paid vacation, increasing to three weeks after three years and four weeks after five years.
• Access exclusive deals at local businesses.
• Participate in wellness events and enjoy access to a gym membership.
• Team lunches, seasonal parties, and social events with your coworkers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED