Customer Service Associate

Customer Service Associate

Celina and Melissa Ace Hardware are independently owned and operated by Dan Meyer and son Nick Meyer. We opened Celina in 2018 and will open Melissa in October 2025. Helping our customer community is our number one priority. Our mission is to be the best at providing the products and services our customers want along with amazing customer service from our knowledgeable associates. We work in a fun and fast-paced environment, and are recruiting associates with positive attitudes, eager to help every customer and to be a part of the team making an impact helping our neighbors with their homes and their projects.

Celina Ace Hardware

1371 S. Preston Rd.

Celina TX 75009

We are now hiring for Melissa

Melissa Ace Hardware (Opening October 2025)

2801 McKinney St

Melissa TX 75454

Position Summary

The primary responsibilities of the Customer Service Associate position are to provide amazing customer service by greeting and directing customers as they enter the store. As customers complete their purchases and are ready to check out, providing an amazing checkout experience, as you process purchases quickly, accurately, and efficiently, following our point-of-sale system processes. Your role is to emulate our "Ace Helpful" Standards when customers are present and to be productive with housekeeping and merchandise stocking and recovery tasks when they are not.

Major Responsibilities

The major responsibilities for this position include:

• Comes to work as a happy, friendly associate ready to help every customer and collaborate with associates.
• Ensure each customer receives amazing service following the W.O.W process.
• Greet customers as they enter the store and help direct by asking "What can I help you find today"
• Uses Radio headset to communicate with other associate's in working with customers for business needs.
• Answer incoming phone calls and help with with AH.Com Pick Up Instore customers.
• Tactfully and pleasantly addresses customer issues, look for 2nd opinion before saying "no" to a customer.
• Maintain awareness of all current promotions and advertisements.
• Accurately and efficiently process transactions and maintains balanced cash drawer.
• Solicit customers for their Ace Rewards card or number and offers to immediately open one if they don't have.
• As appropriate issues receipts, refunds, credits, change due to customers, gift cards.
• Participates in the Store Housekeeping Standards which may include:
• Orderly appearance of register area, impulse area, restocks supplies and merchandise as necessary
• Taking out the trash, dust and mop floors, clean restroom, associate room, and clean stockroom.
• Recovers and maintains merchandising standards putting away merchandise and facing on shelf / hook.
• Retrieve carts from the parking areas and pick up trash outside. Clean front patio and Garden Center.
• Perform other tasks as assigned from time to time by store management
• Completes at least 20 hours of training per year.

Requirements

The requirements for this position include the following:

• Education/Training: High School degree, some college preferred. - We do hire High School students over 16.
• A happy and friendly person with a commitment to service, excellence and helping others.
• Knowledge of retail computer systems, electronic cash registers, MS Word, and Excel a plus.
• Ability to process information and/or merchandise through the point-of-sale system.
• Ability to effectively communicate with associates and customers.
• Team player with excellent interpersonal skills with a strong willingness to learn.
• Exceptional organizational ability, high attention to detail, and ability to multi-task.
• Ability to work PT flexible hours including evenings, weekends and holidays to meet the needs of the business.

Physical Requirements

The minimum physical requirements for this position include:

• Ability to stand for an extended period and lift bag products from 50lbs to 80lbs.
• Move and handle boxes of merchandise and fixtures which entail lifting and performing merchandising tasks.

Job responsibilities may change based on the daily needs of the business.

Customer Service Associate – Core Values – Performance Standards

Core Values

• Communication – Greetings to - thank you - ask the right questions to determine customer's needs then listen and respond appropriately. Utilize the knowledge of other associates as necessary, learn from each other. Effective two-way communication with associates and managers will enable you to be effective at your job.
• Accountable - To proactively learn assigned roles and responsibilities and take the initiative to complete responsibilities with minimal supervision. Again, taking the initiative to complete store merchandising, recovery, and housekeeping tasks when customer traffic is slow.
• Responsible – Customers expect "Ace Helpful" which requires a commitment to personal development and training enabling Associates to provide the "how to" knowledge about the products we sell. Stay focused on what is important, which are your performance standards and respect each other's roles and opinions.
• Teamwork - Associates have roles that will change based upon business conditions and workload for the day. We work together as a daily team to accomplish the requirements of the day while always putting the customers first.

Performance Standards

• Provide Amazing Customer Service to all customers - we are Ace Helpful.
• Use the W.O.W Process
• Provide warm & friendly greeting and "What can I help you find today" to customers.
• Greet customers facing them as they enter the store when not busy.
• Offer everything that they need
• As customers approach checkouts - "Hello - have you found everything today."
• Check out customers quickly and accurately following POS procedures.
• Provide a warm thank you and offer to carry out assistance as appropriate.
• Answer phone calls either providing service or passing on to appropriate Sales Specialist quickly.
• Address customers' issues pleasantly and or pass to appropriate Manager (MOD) quickly.
• Maintain awareness of current promotions and coupon offers.
• Requests customer Rewards numbers for every transaction, able to sell and promote benefits.
• Sign up new Ace Rewards customers as necessary and provide instructions on App download.
• Sweep and vacuum the checkout, entrance, and front patio/sidewalk areas each evening.
• Pick up trash within the front property, parking lot and related areas as necessary.
• Retrieve all shopping and heavy-duty carts and put them away.
• Clean and recover the checkout counters, returning merchandise to the floor or backroom.
• As assigned empty trash receptacles at the front and within the store, replace bags.
• Sweep floors and clean restrooms, breakroom and stockroom as assigned.
• Recover merchandise side counters, front face, items align with bin tags and fill outs with overstock.
• Quick & assertive requests for MOD approvals and or customer issues and high value returns.