Jackson -Customer Service Representative

ACE Hardware•Decatur, AL

3d•$15 - $17

About The Position

Jackson Plumbing, Heating & Cooling, now part of Ace Hardware Home Services, is hiring a Customer Service Representative to support its residential plumbing, heating, and cooling services in Decatur and surrounding areas. The representative helps deliver reliable, professional service by responding to customer questions, communicating service and product information, scheduling field service appointments, and resolving customer concerns. The role also supports maintenance membership sales and works with management to stay current on products and company policies. Compensation is $15.00–$17.00 per hour, with commission opportunities.

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, and effective communication skills by phone with customers and in person with the team.
Strategic thinking, including the ability to anticipate problems and find solutions.
Strong organizational skills and attention to detail.
Good time-management skills and the ability to balance priorities.
Ability to work successfully without supervision.
Competitive, ambitious, results-oriented approach, with motivation to achieve and exceed goals.

Responsibilities

Provide unmatched customer service and help ensure the service department delivers exceptional experiences through problem solving and clear communication.
Learn the company’s services and product offerings to communicate effectively with customers.
Respond to customer inquiries by email and telephone, providing a positive first impression.
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 memberships by explaining the benefits and value of ongoing service plans.
Maintain professionalism and establish a positive rapport with every caller.
Update customer information in the customer service database during and after calls.
Work with management to stay informed about product knowledge and changes to company policies.
Resolve customer problems and 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 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 opportunities across plumbing, heating, cooling, electrical, handyman, customer service, and other channels.
Tools, hands-on training, formal education, and coaching.
Employee Assistance Program with professional support for personal, legal, financial, work, childcare, and elder care matters.