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Customer Care Agent

Company: Ace Hardware
Location: Lehigh Acres
Posted on: June 12, 2022

Job Description:

**Next Training Class Begins 7/11/2022**

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! *

*eligibility may apply

  • New hire training bonus AND 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!

    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."

          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 Employer
          Ace Hardware Corporation and its subsidiaries are 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.Required
          Preferred
          Job Industries
          • Customer Service

Keywords: Ace Hardware, Lehigh Acres , Customer Care Agent, Sales , Lehigh Acres, Florida

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