Customer Service Representative

Customer Service Representative

Compensation Details: $17.00 - $21.00 per hour plus spiffs

Position Summary

The Customer Service Representative (CSR) serves as the first point of contact for customers and plays a critical role in delivering a professional, responsive, and customer-focused experience. The CSR is responsible for handling inbound and outbound communications, scheduling appointments, resolving customer concerns, and supporting daily office operations while maintaining a high level of accuracy, urgency, and professionalism.

The ideal candidate is organized, dependable, detail-oriented, and able to communicate effectively in a fast-paced environment.

Key Responsibilities

• Answer incoming phone calls promptly and professionally
• Respond to customer inquiries via phone, email, text, and internal communication platforms
• Provide excellent customer service while building trust and confidence with customers
• Handle customer concerns, complaints, and escalations professionally and efficiently
• Maintain a calm and positive attitude during high-volume or challenging situations

Scheduling & Dispatch Support

• Schedule service, maintenance, and installation appointments accurately
• Coordinate with dispatch and field personnel to ensure efficient scheduling and routing
• Confirm appointments and communicate arrival windows to customers
• Follow up on unscheduled estimates, open calls, and pending customer requests
• Assist with rescheduling and emergency call prioritization when needed

Administrative Duties

• Accurately enter and update customer information in company software systems
• Document all customer interactions, notes, and communications thoroughly
• Process invoices, payments, memberships, or financing paperwork as needed
• Maintain organized digital records and customer files
• Assist with daily office reporting and operational support tasks

Team Communication

• Communicate clearly with technicians, managers, and other office personnel
• Ensure important customer information is relayed accurately and timely
• Follow internal procedures for call handling, voicemail follow-up, and customer callbacks
• Collaborate with team members to improve customer satisfaction and operational efficiency

Qualifications

• High school diploma or equivalent required
• Previous customer service, call center, dispatch, or administrative experience preferred
• Strong verbal and written communication skills
• Excellent multitasking and organizational abilities
• Ability to work in a fast-paced environment
• Proficient with computers, scheduling software, and Microsoft Office
• Strong attention to detail and problem-solving skills
• Ability to remain professional under pressure

Preferred Skills

• Experience in HVAC, plumbing, electrical, home services, or related industries
• Knowledge of dispatching or scheduling processes
• Sales or membership program experience
• Ability to de-escalate customer concerns effectively
• Experience using CRM or field service management software

Performance Expectations

• Maintain professionalism and positive customer interactions at all times
• Meet company standards for call handling, scheduling accuracy, and follow-up communication
• Support team productivity and operational efficiency
• Demonstrate reliability, accountability, and strong attendance
• Contribute to customer retention and overall customer satisfaction

Work Environment

• Office-based position with prolonged periods sitting and working on a computer
• Fast-paced environment with frequent phone and computer use
• May require occasional evening, weekend, or on-call scheduling support depending on business needs

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 Hardware Home Services, Inc. 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, Handyman, 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.
• You are joining a team that's committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community.
• 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 laws, plans and policies.

About Ace Hardware Home Services, Inc.

Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home?. Ace Hardware Home Services offers a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting with the signature Ace Helpful service our customers know. Helpful is what we do and Ace is on a Mission to be the best, most trusted provider of home preservation services.

Equal Opportunity Employer Ace Hardware Home Services, Inc. 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.

Disclaimers

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.

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 Home Services reserves the right to change job duties, including essential job functions, according to business necessity.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Notice to Philadelphia, PA candidates: When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee's specific record and the duties and requirements of the specific job.