Legacy Plumbing - Customer Service Representative

Customer Service Representative

Compensation Details: $18.00 - $20.00 per hour

Job Description:

Legacy is now an Ace Hardware Company. At Ace Hardware Home Services, we are backed by a brand that customers have trusted for over 100 years. You can trust that you can build a career you will be proud of. A career with excellent income, a consistent work schedule and opportunities for advancements. Your essential contributions will be appreciated, respected, and rewarded. Here you won't just "have a job," you will be helping us to reshape the future of home services by providing reliable, best-in-class service to your neighbors in your community.

About This Role:

The Customer Service Representative is responsible for handling an array of front-line duties. Some of these tasks include interacting with customers over the phone and/or via email and social media. Throughout all these interactions the Customer Service Representative must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company's top and bottom line, so this role must add value to the organization.

Job Duties:

Provide unmatched customer service.

Ensure the service department provides exceptional customer service through inventive problem solving and clear communication with our customers.

Learn all services and product offerings to effectively communicate with our customer base.

Respond to customer inquiries by email or telephone providing an unequaled first impression.

Answer inbound phone calls regarding billing issues, product problems, service questions and general customer concerns.

Make outbound calls to schedule field service appointments and inquire about seasonal maintenance requirements.

Maintain a high level of professionalism with clients and work to establish a positive rapport with every caller.

Update customer information in the customer service database during and after each call Work with the management team to stay updated on product knowledge and be informed of any changes in company policies. Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.

Complete special projects and perform other job duties as assigned.

Job Requirements:

High school diploma or equivalent.

2+ years of customer service and/or field service logistics experience, preferably in a related industry.

Excellent Microsoft Word, Excel and database management skills

Clear, confident, & effective communicator over the phone (with customers) and in person (with team)

Strategic thinker who possesses the ability to anticipate problems and find solutions.

Strong organization skills with attention to detail

Good time-management, possessing the ability to balance priorities.

Self-starter and able to work successfully without supervision.

Competitive, ambitious and results orientated, energized by achieving and exceeding goals.

Able to pass a drug screening and background check

Physical Requirements

Prolonged periods sitting at a desk and working on a computer.

Talk and hear, both in person and by telephone.

Use hands repetitively to operate standard office equipment.

Must be able to lift up to 15 pounds at times.

Close vision, distance vision.

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.