Customer Care Agent

Ace Hardware•Fort Myers, FL

9h•$16

About The Position

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.

Requirements

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.

Responsibilities

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.

Benefits

Weekly Pay
Incentive opportunities, based on role/grade level (rapid company growth over the past 5 years resulted in incentives being paid out at an average of 122% of your target opportunity!)
Generous 401(k) retirement savings plan with a fully vested matching contribution 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 10.4% of total eligible compensation.
Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents
Paid Time Off Programs (incl. vacation, paid sick time, holiday pay)
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 an annual Ace Cares Week, 20 hours off work per year to volunteer at an organization of your choice, opportunities to help Children’s Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation
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
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