Customer Service Representative

ACE Hardware•Conover, NC

1d•$17 - $21•Onsite

About The Position

The Customer Service Representative (CSR) serves as the first point of contact for customers and plays a critical role in delivering a professional, responsive, and customer-focused experience. The CSR is responsible for handling inbound and outbound communications, scheduling appointments, resolving customer concerns, and supporting daily office operations while maintaining a high level of accuracy, urgency, and professionalism. The ideal candidate is organized, dependable, detail-oriented, and able to communicate effectively in a fast-paced environment.

Requirements

High school diploma or equivalent required
Strong verbal and written communication skills
Excellent multitasking and organizational abilities
Ability to work in a fast-paced environment
Proficient with computers, scheduling software, and Microsoft Office
Strong attention to detail and problem-solving skills
Ability to remain professional under pressure

Nice To Haves

Previous customer service, call center, dispatch, or administrative experience preferred
Experience in HVAC, plumbing, electrical, home services, or related industries
Knowledge of dispatching or scheduling processes
Sales or membership program experience
Ability to de-escalate customer concerns effectively
Experience using CRM or field service management software

Responsibilities

Answer incoming phone calls promptly and professionally
Respond to customer inquiries via phone, email, text, and internal communication platforms
Provide excellent customer service while building trust and confidence with customers
Handle customer concerns, complaints, and escalations professionally and efficiently
Maintain a calm and positive attitude during high-volume or challenging situations
Schedule service, maintenance, and installation appointments accurately
Coordinate with dispatch and field personnel to ensure efficient scheduling and routing
Confirm appointments and communicate arrival windows to customers
Follow up on unscheduled estimates, open calls, and pending customer requests
Assist with rescheduling and emergency call prioritization when needed
Accurately enter and update customer information in company software systems
Document all customer interactions, notes, and communications thoroughly
Process invoices, payments, memberships, or financing paperwork as needed
Maintain organized digital records and customer files
Assist with daily office reporting and operational support tasks
Communicate clearly with technicians, managers, and other office personnel
Ensure important customer information is relayed accurately and timely
Follow internal procedures for call handling, voicemail follow-up, and customer callbacks
Collaborate with team members to improve customer satisfaction and operational efficiency