Call Center - Customer Care Agent ON SITE Fort Meyers, FL

Customer Care Agent

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 for 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% 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 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 policies.

Job Description:

As a Customer Care Agent, you'll be on the front lines of Ace Hardware's support experiencehandling high-volume inbound interactions from consumers, retailers, vendors, and internal teams.

This is a fast-paced call center environment where success means quickly understanding the issue, using available tools and resources, and guiding the contact to resolution in real time. You'll spend the majority of your day managing back-to-back calls and digital interactions, while navigating multiple systems and balancing efficiency with a high-quality customer experience.

What You'll Do:

• Handle a high volume of inbound calls, emails, and chats in a structured call center environment
• Quickly identify the caller's issue or request, often with incomplete information
• Use internal knowledge bases, tools, and procedures to research and resolve issues in real time
• Clearly communicate solutions and next steps to a wide range of audiences (customers, retailers, vendors, internal partners)
• Document interactions accurately in system tools while managing active conversations
• Escalate complex or unresolved issues to specialized teams when needed
• Balance speed, accuracy, and customer experience while meeting performance expectations
• Support additional projects or initiatives during lower call volume periods

What You Need to Succeed:

• 12+ years of customer service experience, ideally in a call center or high-volume support environment
• Ability to work in a fast-paced, structured environment with continuous workflow
• Strong verbal and written communication skills, especially under time pressure
• Proven ability to multi-task across systems while actively engaging with customers
• Comfortable handling challenging conversations and problem-solving in real time
• Ability to learn and apply procedures, policies, and product knowledge quickly
• Strong judgment and decision-making skills within defined guidelines
• Proficiency with multiple systems and Microsoft Office tools
• High level of accountability, reliability, and attention to detail
• Work Environment & Schedule Expectations
• This role operates in a call center setting with consistent interaction volume throughout the day
• Schedule flexibility is required, including evenings, weekends, and holidays based on business needs
• Performance is measured through service levels, quality, and productivity metrics

Equal Opportunity Employer Ace 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.

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.