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Customer Service Representative

2 months ago

Decatur, United States Ace Hardware Home Services Full time

Compensation Details:

$15.00-$16.00 Per hour

Job Description:

Who we are

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.  You can trust that you can build a career you will be proud of. A career with excellent income, a consistent work schedule and opportunities for advancements. Your essential contributions will be appreciated, respected, and rewarded. Here you won’t just “have a job,” you will be helping us to reshape the future of home services by providing reliable, best-in-class service to your neighbors in your community.

What You’ll Do 

  • Provide unmatched customer service.
  • Ensure the service department provides exceptional customer service through inventive problem solving and clear communication with our customers.
  • Learn all services and product offerings to effectively communicate with our customer base.
  • Respond to customer inquiries by email or telephone providing an unequaled first impression.
  • Answer inbound phone calls regarding billing issues, product problems, service questions and general customer concerns.
  • Make outbound calls to schedule field service appointments and inquire about seasonal maintenance requirements.
  • Maintain a high level of professionalism with clients and working to establish a positive rapport with every caller.
  • Update customer information in the customer service database during and after each call.
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
  • Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.

What you need to succeed:

  • Two years of customer service and/or field service logistics experience.
  • Strong Computer skills – MS Office, database management, etc.
  • 8:00AM-5:00PM Mon-Friday
  • Clear, confident, & effective communicator over the phone (with customers) and in person (with team).
  • Strategic thinker who possesses the ability to anticipate problems and find solutions.
  • Strong organization skills with attention to detail.
  • Good time-management, possessing the ability to balance priorities.
  • Self-starter and able to work successfully without supervision.
  • Competitive, ambitious and results oriented, energized by achieving and exceeding goals.

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer. 
  • Talk and hear, both in person and by telephone. 
  • Use hands repetitively to operate standard office equipment. 
  • Must be able to lift up to 15 pounds at times. 
  • Close vision, distance vision.

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

  • Incentive/Commission/Bonus opportunities (Based on role / grade level)
  • 401(k) retirement savings plan with matching company contributions, eligible on your first day
  • Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
  • Warehouse Merchandise Discount
  • Paid time off & paid holidays (depending on role and month of hire)
  • Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.
  • Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, plus a performance management approach that goes beyond the typical annual review.
  • Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

* Benefits are provided in compliance with applicable policies.

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About Ace Hardware Home Services

Ace Hardware Home Services is the most trusted provider of home preservation services backed by Ace Hardware and offering a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting.

Ace Hardware has been serving neighbors throughout America for nearly 100 years. Ace recognized the need for a trusted service provider for home repairs and launched Ace Hardware Home Services (AHHS).  AHHS is now Bringing Helpful to Your Home℠ and it is our mission to deliver the same level of Helpful service, convenience & quality that you have come to expect from Ace Hardware.

Equal Opportunity Employer
Jackson Plumbing Heating & Cooling is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Disclaimer

The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Jackson Plumbing, Heating & Cooling position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Jackson Plumbing, Heating & Cooling reserves the right to change job duties, including essential job functions, according to business necessity.