ACE Hardware · 2 hours ago
Customer Care Agent
FL - Fort Myers
Full-time
Onsite
Entry Level
$16/hr - $16/hr
2+ years expAce Hardware is a company committed to values such as Winning, Excellence, and Teamwork. As a Customer Care Agent, you will be responsible for answering calls and emails, identifying customer issues, and providing solutions or escalating them as necessary.
Retail
Responsibilities
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
Qualification
Required
Minimum of two years of customer service experience or a two-year degree in a related field plus one year of customer service experience
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
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
Demonstrated ability to learn a variety of products, services, applications, Ace departments and operations, and company initiatives supported
Working knowledge of multiple business software packages (MS Office, MS Outlook, etc.)
Flexibility to work a wide variety of shifts, including nights, weekends, and holidays is a must
Benefits
Weekly Pay
Incentive opportunities, based on role/grade level (rapid company growth over the past 5 years resulted in incentives being paid out at an average of 122% of your target opportunity!)
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 10.4% of total eligible compensation.
Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents
Paid Time Off Programs (incl. vacation, paid sick time, holiday pay)
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
Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and 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
Company
ACE Hardware
Now in Afghanistan, Since 1924, 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.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Shak Hishmeh
Co-Owner/ Chief Operating Officer
Company data provided by crunchbase