Plumbing Customer Service Representative
Who we are
Ace Hardware has been serving neighbors throughout America for nearly 100 years. Ace recognized the need for a trusted national service provider for home repairs - namely, plumbing, heating, cooling & electrical services. We call it bringing helpful to your home & it is our goal to deliver the same level of service, convenience & quality that you have come to expect from Ace Hardware.
We're Hiring!
We're looking for employees that believe in working with integrity, making a difference, showing up with a positive attitude & are committed to providing positive experiences for our customers and teams. Whether you're an apprentice just starting out, a journeyman or a general manager, we believe our size & growth ambitions will provide you with unique opportunities for advancement. We offer competitive pay & benefits including medical, dental & vision plans, 401(k), incentive opportunities & paid time off. We want you to succeed and advance “ it's all about continuous improvement & empowering our employees to reach their full potential.
Canella Heating & Cooling is now a part of the Ace Hardware Family! Our teams are growing, and we have an exciting opportunity for a Plumbing Customer Service Representative in Conover, NC.
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.
- Hours include rotating 8.5 hour shifts to cover 7am-7pm and a rotating weekend schedule (seasonal).
- 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.
What is in it for you?
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:
- Inventive/Commission/Bonus opportunities (Based on role / grade level)
- 401(k) retirement savings plan with matching contributions (once eligibility requirements have been met)
- Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents
- Paid time off & paid holidays (depending on role and month of hire)
- 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 “ and we support our employees in doing the same by offering an annual Ace Cares Week, time off work to volunteer at an organization of your choice, opportunities to help Children's Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation
- Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical annual review
Ace Hardware is the largest retailer-owned hardware cooperative in the world with over 5,800 locally owned & operated hardware stores in approx. 60 countries. Ace Hardware Home Services is on a mission to be the best, most trusted provider of home preservation services on the planet. Come join our team & be part of one of the fastest growing home services companies in the U.S.
Estimated Salary: $20 to $28 per hour based on qualifications.
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