Jackson -Customer Service Representative

Ace Hardware•Decatur, AL

About The Position

Jackson Plumbing, Heating & Cooling, now an Ace Hardware Home Services company, provides residential plumbing, heating, and cooling services in Decatur and surrounding areas. The Customer Service Representative helps the service department deliver professional, reliable customer service by responding to inquiries, coordinating appointments, communicating service and product information, and supporting maintenance membership sales. The role requires professional, clear communication and effective problem-solving to create positive customer experiences and encourage customer retention. The position offers $15.00–$17.00 per hour, with commission opportunities. Ace Hardware Home Services describes a consistent work schedule and career advancement opportunities. The company provides tools, hands-on training, formal education, and coaching to support employee development. This position is not eligible for employment visa sponsorship now or in the future.

Requirements

At least 2 years of customer service and/or field service logistics experience.
Proven sales experience, preferably in a service-oriented environment.
Strong computer skills, including MS Office and database management.
Clear, confident, effective communication by phone and in person.
Ability to anticipate problems and find solutions.
Strong organizational skills and attention to detail.
Good time-management skills and ability to balance priorities.
Self-starter able to work successfully without supervision.
Competitive, ambitious, results-oriented approach and motivation to achieve and exceed goals.

Responsibilities

Provide exceptional customer service through inventive problem-solving and clear communication.
Learn service and product offerings and communicate them effectively to customers.
Respond to customer inquiries by email or telephone.
Answer inbound calls about billing issues, product problems, service questions, and general customer concerns.
Make outbound calls to schedule field service appointments and ask about seasonal maintenance needs.
Promote maintenance membership sales by explaining the benefits and value of ongoing service plans.
Maintain professionalism and establish positive rapport with callers.
Update customer information in the customer service database during and after calls.
Work with management to stay current on product knowledge and company policy changes.
Resolve customer concerns to help turn frustrated clients into repeat customers.

Benefits

Incentive, commission, and bonus opportunities, depending on role and grade level.
401(k) retirement savings plan with matching company contributions, eligible on the first day.
Medical, dental, and vision coverage.
Company-paid short-term disability and long-term disability coverage.
Life insurance benefits for employees and dependents.
Warehouse merchandise discount.
Paid time off and paid holidays, depending on role and month of hire.
Career growth and opportunities across multiple service channels.
Tools, hands-on training, formal education, and coaching.
Employee Assistance Program offering personal, legal, financial, work, childcare, and elder-care support.