Client & Service Advocate

Description

Client Experience & Service Advocate

Halethorpe, MD

Posted on Career Page

ADU

Since 1982, Appliance Distributors Unlimited (ADU) has been the Mid-Atlantic’s most trusted appliance source. ADU offers more than 50 brands of appliances, selling to the Trade and homeowners building or remodeling homes, multi-family dwellings, commercial properties, and the government.

Appliance Distributors Unlimited has 9 well-appointed showrooms in Maryland, Virginia, Pennsylvania, and Delaware, allowing clients excellent visual options to select and compare many brands and styles of appliances.

We currently have a full-time position 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.

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. From base model multi‑family dwelling units to ultra‑high‑end appliance luxury homes, 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 is aligned, and the customer always comes 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.

• 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 teams 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 are a natural problem solver who enjoys helping others.
• Love working in a team‑first environment.
• Are organized, detailed, oriented, and comfortable
• Have experience with CRM tools or are eager to learn.
• Experience in the building/construction trade is a plus!

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

401(K) retirement plan with a contribution of up to 4% 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

Full‑time

$21.63 - $31.25 Based on experience.

Health insurance

Dental Insurance

Vision Insurance

Paid time off

Paid training

8‑hour shift

Day shift

Work Location:

In‑person on‑site

High School Diploma

Proficiency in using the Microsoft Office Suite

Ability to develop strong rapport with clients

Strong communication and follow‑up skills

Vehicle for full‑time use

Availability to work Monday through Friday from 8:30 a.m.

- 5:00 p.m. (8‑hour shift with a 30‑minute lunch break)

Must be able to pass a pre‑employment background check