Customer Care Agent
: Job Details :

Compensation Details:

$16.00 per hour

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, to Ace retailers and to the Ace brand.

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

• Weekly Pay
• Incentive opportunities (up to a maximum of $350 per month)
• Generous 401(k) retirement savings plan with a fully vested matching contribution the first year in addition to quarterly contributions and annual discretionary contribution (once eligibility requirements have been met). Over the past 5 years, company contributions (matching, quarterly & discretionary) for fully eligible employees have averaged 9.6% of total eligible compensation
• 21 days of vacation immediately available (prorated in the first year)
• Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents.
• Ace invests in every employee we hire, with a key focus on development and coaching. We offer on-site classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical yearly review.
• We know the work environment matters. That's why Ace Care Center holds events like Employee Appreciation Week, Customer Service week, birthday/holiday celebrations, and much more!
• 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 opportunities to help Children's Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation.
• Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and thousands more.
• Adoption cost reimbursement
• Employee Assistance Program (EAP) – access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events.

* Benefits are provided in compliance with applicable plans and policies.

Job Description:

-Training Class Starts Monday, February 10th, 2025-Onsite interviews on Wednesday, January 15th, 2025

Are you interested in being Ace helpful? We are looking for professional and career-minded individuals who want to bring their talent to Ace Customer Care Center in Fort Myers, FL!Below are some of our benefits and perks!

• Monthly bonus opportunities!

• Blended workweek of home & work in office days- we LOVE teamwork!

• Generous paid time off benefits- vacation and sick day benefits

• Apply today to find out other reasons why Ace is such an Ace-mazing place to work!

• Late morning shifts available

• Opportunities to gain knowledge in various care center skillsets

The Job

As a Customer Care Agent you will be responsible for answering calls, e-mails and other interactions based on specific training received from consumers, vendors, retailers and Ace corporate staff. Your goal is to identify the contact's issue/question, research the potential solution/answer, determine the best solution/answer, and work with the contact to resolve their issue or answer their question. Anything not resolved or not answered at this level is escalated to a Customer Care escalation team or a subject matter expert partner.

What you'll do

• Receive questions/information requests and identifies the contact's specific needs.
• Research the contact's issue/question in the knowledge database, interpret guidelines/procedures, and identify the best solution/answer.
• Either answers the contact's question/information request or work with the contact to resolve their issue. Documents the request and answer/resolution.
• Escalates the issue to an escalation team or subject matter expert if issue cannot be resolved.
• Other projects as assigned to support the various business areas.

What you need to succeed

• Minimum of two years of customer service experience or a two-year degree in a related field plus one year of customer service experience.
• Prior retail experience is a plus.
• Ability to take initiate in researching and resolving a variety of customer questions and issues.
• Excellent interpersonal, phone, writing, and analytical skills.
• Demonstrated ability to work with a diverse customer base, troubleshooting, multi-tasking, managing a high call volume, and functioning fairly independently.
• Ability to learn a variety of products, services, applications, operations, and company initiatives.
• Resourceful and has the ability to interpret policies and procedures.
• Takes initiative in researching and resolving customer issues/questions.
• Comfortability making decisions and exercising good judgments in a changing environment.
• Working knowledge of multiple business software packages (MS Office, MS Outlook, etc.).
• Reliable internet connectivity for work at home
• Flexibility to work a wide variety of shifts, including nights, weekends, and holidays is a must.

What's in it for you?

At Ace we are looking for the best people to help us fulfill our vision of being the best, most helpful hardware stores on the planet. People are the foundation of what makes Ace great and we believe getting the support you need to shape your life today, while planning for tomorrow, is important to bringing your best self to work. We offer highly competitive benefits that address life's necessities, many of which have been expanded and improved in 2017. Some of these include comprehensive health coverage & life benefits, 401(k) retirement savings plan with generous company contributions, generous vacation allocation immediately upon start, and more.

Why should you join our team?

• Ace prides itself on our cultural values- W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork
• Generous vacation days (prorated when you start)- 21 days of vacation starting in January!
• Paid sick time
• Multiple schedules available with scheduling flexibility
• Collaborative teamwork environment

Our Company

For more than 90 years, Ace Hardware has been known as the place with the helpful hardware folks in thousands of neighborhoods across America, providing customers with a more personal kind of helpful. In 2017, Ace ranked Highest in Customer Satisfaction with Home Improvement Retail Stores, Eleven Years in a Row, according to J.D. Power. With more than 5,000 hardware stores locally owned and operated across the globe, Ace is the largest retailer-owned hardware cooperative in the world. Headquartered in Oak Brook, Ill., Ace and its subsidiaries operate an expansive network of distribution centers in the U.S. and also have distribution capabilities in Ningbo, China; Colon, Panama; and Dubai, United Arab Emirates. Its retailers' stores are located in all 50 states, the District of Columbia and approximately 55 countries.

If you're passionate about your career and want to contribute to a company you can believe in, consider sharing your talent with us. Join us in continuing our legacy of making Ace the helpful place.

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We want to hear from you!When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.

Equal Opportunity EmployerAce Hardware Corporation 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 Ace 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. Ace Hardware Corporation reserves the right to change job duties, including essential job functions, according to business necessity.

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Create Job Alert