Customer Care Agent

  • ACE Hardware
  • Fort Myers, FL, USA
  • Mar 27, 2021

Job Description

Customer Care Agents – Fort Myers

Flexible Scheduling | Competitive Pay and Bonuses | Work-at-Home Opportunities Are you interested in being Ace helpful? We are looking for professional oriented individuals who want to make Ace Customer Care their next career move! Please complete the pre-employment assessment after submitting your application by clicking the link below: The Job As a Customer Care Agent you will be responsible for answering calls, e-mails and other interactions based on specific training received from consumers, vendors, retailers and Ace corporate staff. Your goal is to identify the contact’s issue/question, research the potential solution/answer, determine the best solution/answer, and work with the contact to resolve their issue or answer their question. Anything not resolved or not answered at this level is escalated to a Customer Care escalation team or a subject matter expert partner. What you’ll do 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. What you need to succeed 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. What’s in it for you? At Ace we are looking for the best people to help us fulfill our vision of being the best, most helpful hardware stores on the planet. People are the foundation of what makes Ace great and we believe getting the support you need to shape your life today, while planning for tomorrow, is important to bringing your best self to work. We offer highly competitive benefits that address life’s necessities, many of which have been expanded and improved in 2017. Some of these include comprehensive health coverage & life benefits, 401(k) retirement savings plan with generous company contributions, generous vacation allocation immediately upon start, and more. Our Company For more than 90 years, 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. In 2017, Ace ranked "Highest in Customer Satisfaction with Home Improvement Retail Stores, Eleven Years in a Row," according to J.D. Power. With more than 5,000 hardware stores locally owned and operated across the globe, Ace is the largest retailer-owned hardware cooperative in the world. Headquartered in Oak Brook, Ill., Ace and its subsidiaries operate an expansive network of distribution centers in the U.S. and also have distribution capabilities in Ningbo, China; Colon, Panama; and Dubai, United Arab Emirates. Its retailers' stores are located in all 50 states, the District of Columbia and approximately 55 countries. If you're passionate about your career and want to contribute to a company you can believe in, consider sharing your talent with us. Join us in continuing our legacy of making Ace "the helpful place." We want to hear from you! When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets. Equal Opportunity Employer Ace Hardware Corporation and its subsidiaries are 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 discharge, or any other action covered by federal or state laws.