Customer Care Representative

Applied Technology Services (ATS) is a leading IT systems integrator and trusted technology partner serving government, education, and commercial organizations throughout the Mid-Atlantic region since 2001. As a certified Women-Owned Small Business (WOSB) and Minority Business Enterprise (MBE), ATS delivers innovative technology solutions across Enterprise Modernization, Infrastructure Services, End User Computing, Workforce Optimization, Cybersecurity, and IT Staffing.

Our certifications span Maryland, Delaware, the District of Columbia, Pennsylvania, and Virginia, enabling us to support a broad range of public sector customers through multiple contract vehicles.

Who We’re Looking For

ATS is seeking a customer-focused Customer Care Representative to serve as the primary liaison between our customers, technology partners, distributors, and internal teams. This role is responsible for ensuring exceptional customer experience by processing orders, coordinating with manufacturers, resolving customer inquiries, and managing customer communications throughout the order lifecycle.

The ideal candidate is organized, detail-oriented, collaborative, proactive, and enjoys building relationships while delivering outstanding customer service in a fast-paced technology environment.

What You'll Do

Customer Support

• Serve as the first point of contact for incoming customer calls, emails, and inquiries.
• Deliver exceptional customer service by assisting with order status, product availability, pricing, warranties, invoices, shipping, and general account questions.
• Build strong relationships with customers through timely, professional communication.

Order Management

• Process customer purchase orders for technology products and services accurately and efficiently.
• Coordinate with manufacturers, distributors, and internal departments to resolve shipping delays, backorders, product shortages, and order discrepancies.
• Track customer orders from submission through delivery and proactively communicate status updates.
• Escalate customer concerns to the appropriate department when necessary.
• Collect and verify payment and order information when required.

Sales & Operations Support

• Support Account Managers and Sales Representatives with administrative and customer support activities.
• Maintain organized documentation while meeting established service-level expectations.
• Coordinate customer opportunities and sales activities within the company's CRM platform.

Administrative Support

• Maintain accurate documentation while meeting established service and response time expectations.
• Crosstrain in multiple operational functions to provide backup support during peak workloads or employee absences.
• Maintain accurate customer information, shipping addresses, and contact records.

What You'll Bring

Required Qualifications

• Previous experience in customer service, inside sales support, order management, account coordination, or a related customer-facing role.
• Outstanding verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Positive, professional, and customer-first attitude.
• Ability to work both independently and collaboratively within a team.
• Strong problem-solving and critical-thinking skills.
• Reliable transportation to and from the office for monthly in-person company meetings.
• Proficient with Microsoft Office applications and the ability to learn CRM (i.e. ConnectWise) and order management systems.

Preferred Qualifications

• 2+ years of experience in customer service, inside sales support, order management, account coordination, or a related customer-facing role.
• Experience supporting customers within the IT, technology, or value-added reseller (VAR) industry.
• General understanding of information technology concepts, hardware, software, and networking.
• Experience using CRM systems such as Salesforce, ConnectWise, HubSpot, or similar platforms.
• Associate or bachelor’s degree, or an equivalent combination of education and relevant work experience.

Total Rewards

• Competitive salary ($45,000–$60,000 annually, depending on experience)
• Performance-based bonus opportunities
• Comprehensive medical and dental insurance
• 401(k) with company matching
• Paid vacation, personal leave, and company holidays
• Ongoing professional development and industry training
• Career advancement opportunities within a growing technology company
• Supportive, collaborative culture focused on innovation and customer success
• Flexible remote work environment with monthly in-person company meetings.

Work Environment

This position primarily operates in a professional office environment and requires regular use of a computer, telephone, and other office equipment. The role involves prolonged periods of sitting, frequent communication with customers and internal teams, and occasional lifting or moving materials weighing up to 50 pounds.

Why Join ATS?

At ATS, you'll work alongside experienced technology professionals who are passionate about helping customers solve complex IT challenges. We believe our people are our greatest asset, and we invest in their success through continuous learning, career development, and opportunities to grow. If you're looking to build a rewarding career with an established and growing technology company, we'd love to hear from you.

Applied Technology Services is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees are valued, respected, and empowered to succeed.

At Applied Technology Services (ATS), we believe that great technology solutions start with great people. As a full-service IT systems integrator and trusted partner to government and education clients for over 20 years, ATS delivers impactful solutions across Enterprise Modernization, Infrastructure Services, End User Computing, Workforce Optimization, Cybersecurity, and IT Staffing.

Joining ATS means being part of a team that values innovation, collaboration, and purpose-driven work. Our integrated approach—aligning talent with technology delivery—ensures that every team member plays a direct role in driving meaningful outcomes for our clients. With a strong commitment to excellence, diversity as a certified Women-Owned Small Business (WOSB), and a growing presence across the Mid-Atlantic region, ATS offers an environment where your skills can make a real difference and your career can thrive.