Customer Service Representative

About The Company
Jackson Heating & Cooling, Plumbing & Electrical is now an Ace Hardware Company. At Ace Hardware Home Services, we are backed by a brand that customers have trusted for over 100 years. Our company is dedicated to providing reliable, top-quality home maintenance and repair services, including plumbing, heating, cooling, electrical, handyman, and painting. We pride ourselves on fostering a culture rooted in our core values of Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork. Our commitment is to deliver exceptional service to our community, helping neighbors maintain and improve their homes while creating meaningful careers for our employees.

About The Role
We are seeking a dedicated Customer Service Representative to join our team at Ace Hardware Home Services. In this role, you will serve as a vital link between our company and our valued customers. Your primary responsibility will be to ensure every customer interaction reflects our commitment to excellence, providing exceptional service and support. You will handle inquiries, schedule service appointments, promote maintenance memberships, and contribute to the overall positive reputation of our company. This position offers an excellent opportunity for individuals who are passionate about customer service, sales, and working within a dynamic, growth-oriented environment. The role provides a competitive hourly wage in the range of $15.00-$17.00, along with commission opportunities and other benefits, making it an attractive career choice for motivated professionals.

Qualifications
The ideal candidate will possess at least 2+ years of experience in customer service or field service logistics. Proven sales experience, particularly in a service-oriented setting, is highly desirable. Strong computer skills, including proficiency with MS Office and database management, are essential. Candidates must demonstrate excellent communication skills, both over the phone and in person, with the ability to convey confidence and clarity. Strategic thinking, problem-solving abilities, and a proactive approach to anticipating and resolving issues are crucial. Organizational skills with attention to detail, effective time management, and the ability to work independently are also required. We seek individuals who are competitive, ambitious, results-driven, and energized by exceeding goals.

Responsibilities

• Provide unmatched customer service by responding promptly and professionally to inquiries via email or telephone.
• Ensure the service department maintains a reputation for exceptional customer care through inventive problem solving and clear communication.
• Learn and stay updated on all services and product offerings to effectively communicate with customers.
• Respond to inbound calls regarding billing, product issues, service questions, and general customer concerns, making a strong first impression.
• Make outbound calls to schedule field service appointments and inquire about seasonal maintenance needs.
• Drive maintenance membership sales by educating customers on the benefits and value of ongoing service plans.
• Maintain a high level of professionalism and build positive rapport with clients during every interaction.
• Update customer information accurately in the company database during and after each call.
• Collaborate with management to stay informed on product updates, company policies, and industry best practices.
• Contribute to the company's bottom line by turning frustrated clients into satisfied, repeat customers through effective problem solving.

Benefits
Joining our team means becoming part of a company that values its employees and fosters a positive work environment. We offer competitive benefits designed to address life's necessities and promote personal and professional growth. These include incentive, commission, and bonus opportunities based on role and performance. Employees are eligible for a 401(k) retirement savings plan with matching contributions from day one. Comprehensive health coverage, including medical, dental, and vision insurance, as well as company-paid short-term and long-term disability, and life insurance benefits, are provided for employees and their dependents. Other perks include a warehouse merchandise discount, paid time off, and paid holidays, depending on role and hire date. We also prioritize career development through training programs, classes, and facilitator-led courses, supporting employees' growth within various channels such as Plumbing, Heating, Cooling, Electrical, Handyman, and Customer Service. Our robust Employee Assistance Program offers professional support for personal, legal, financial, and family matters.

Equal Opportunity

Ace Hardware Home Services is committed to promoting equal employment opportunities for all individuals. We recognize the importance of diversity and strive to leverage the skills and talents of our employees to foster an inclusive workplace. Our company does not discriminate based on race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability, military or veteran status, sexual orientation, or any other protected characteristic under applicable federal, state, or local laws. We are dedicated to creating a respectful environment where everyone has the opportunity to succeed and grow professionally.