Glass Shops

Westlake Ace Hardware•Ellicott City, MD

About The Position

The Department Specialist / Service Writer supports the Repair and Screen / Glass Shops and serves as the immediate point of contact for customers in those areas. The role requires maintaining product knowledge of screen and glass services and small-engine repairs for products sold at Ace Hardware, providing excellent customer service, and keeping the service desk and shop areas clean and orderly. The position also supports store operations, including merchandise handling, maintenance, and assistance to other departments as assigned.

Requirements

High school diploma or GED equivalent.
At least 2 years of successful retail sales experience or experience working with screen or glass.
Able to work weekends, with limited time off between Labor Day and New Year's.
Strong customer commitment; driven and energetic approach to work.
Ability to learn quickly and retain information, with attention to detail.
Excellent verbal and written communication skills, including the ability to explain technical repairs to customers or managers.
Good understanding of outdoor power tools, small-engine repair, and screen or glass work.
Excellent customer service skills.
Ability to stand for long periods; walk, bend, stoop, and climb; and lift equipment or heavy parts weighing up to 50 pounds.

Nice To Haves

Training or certification in small-engine repair.
1–3 years of hands-on mechanical experience working with small gas engines.
Strong understanding of how small-engine components interact and safe use of specialized shop tools and hand tools.
Ability to diagnose mechanical or electrical problems using diagnostic instruments, hand tools, and listening skills.
Familiarity with lawn mowers, chainsaws, leaf blowers, trimmers, snow blowers, generators, compressors, and pressure washers.

Responsibilities

Represent Westlake Ace Hardware positively and interact with customers and associates in a friendly, outgoing manner.
Greet customers, proactively help resolve their issues, and thank them when their visit is complete.
Build and maintain customer relationships, including diligent follow-up.
Answer calls promptly, courteously, and effectively.
Maintain product knowledge and knowledge of store layout and product locations.
Process manufacturer warranty claims for power tools sold by the store.
Refer customer complaints that cannot be resolved to management.
Discuss equipment issues with customers, explain repairs, provide cost estimates, and advise on equipment care.
Document service work, parts used, labor time, and test results.
Receive, check in, and stock merchandise accurately in the Screen / Glass and Repair Shops.
Work with management to complete preventative maintenance and repairs that protect store assets.
Help maintain the cleanliness, orderliness, and general upkeep of the shops and store.
Maintain back-stock levels in assigned departments.
Communicate Store Support Center issues, merchandising ideas, cost-control ideas, and sales ideas to the General Manager.
Participate in store meetings and maintain professional appearance and conduct.
Provide coverage or assistance to other departments as assigned or requested.
Operate a forklift and reach truck after proper training.
Inspect, diagnose, and test engines and equipment; repair or replace defective parts; and perform routine maintenance such as oil changes, filter replacements, and lubrication.
Perform other duties as assigned.