Customer Care Advisor I

Job Title

Customer Care Advisor, I

About Western States Equipment

Western States has a long legacy of providing quality equipment and excellent service to customers. Since 1956, our vision is to make our communities stronger, cleaner, and more productive, not just with our products and service but through our people. We are committed to:

• The Power of our Purpose: "Building our Communities for a Better Tomorrow"
• Performance through our Values: SAFETY, EXCELLENCE, TEAMWORK, INTEGRITY, ACCOUNTABILITY, and INNOVATION
• Customer and Employee Care Commitments: Conveying Warm and Empathy, Actively Listening, Building Trust, and Saying Thank You

Why You'll Like It Here

Recognized as one of the top private companies to work for, we put our employees first. We are fiercely committed to SAFETY and sending every employee, safely home, every single day. Our comprehensive benefits package and complete wellness programs include:

• Three weeks of accrued PTO to start, increases with tenure
• Company paid health care premium option for employees
• Health, dental, and vision insurance
• Wellness dollars
• 401k with company match and profit sharing
• Educational reimbursements, tool loans, and safety & tooling dollars
• Employee Assistance Program
• Paid Parental leave
• Care Leave

What We're Looking For

CARE. LEARN. PREVENT - At Western States, we empower every employee, every day to work and promote a safe environment to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable procedures and standards. This includes maintaining clean/clutter free personal work areas and wearing the required personal protective equipment (PPE) as identified in safety policy.

Full Summary

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.

Essential Functions

Commitment to Exceptional Support

• 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.

Customer Data Stewardship

• 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.

Prospect & Lead Generation (Support)

• 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.

Operational & Administrative

• 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.

Skills, Knowledge, and Abilities

• 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.

Education and Experience

• High school diploma or GED required.
• 02 years of customer service or call-center experience preferred.
• Must be able to communicate effectively in English. Spanish is a plus.

Physical Characteristics

• Prolonged sitting, standing, walking, bending, reaching.
• Ability to meet all applicable safety requirements.
• Must be able to lift a minimum of 35lbs.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Western States Caterpillar