Compensation Details:
$17.00 - $21.00 per hour plus spiffs
Job Description:
Position Summary
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.
Key Responsibilities
Customer Communication
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
Scheduling & Dispatch Support
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
Administrative Duties
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
Team Communication
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
Qualifications
High school diploma or equivalent required
Previous customer service, call center, dispatch, or administrative experience preferred
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
Preferred Skills
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
Performance Expectations
Maintain professionalism and positive customer interactions at all times
Meet company standards for call handling, scheduling accuracy, and follow-up communication
Support team productivity and operational efficiency
Demonstrate reliability, accountability, and strong attendance
Contribute to customer retention and overall customer satisfaction
Work Environment
Office-based position with prolonged periods sitting and working on a computer
Fast-paced environment with frequent phone and computer use
May require occasional evening, weekend, or on-call scheduling support depending on business needs
Why should you join our team?
We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don't often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.
In addition to providing our employees a great culture, we offer competitive benefits* that address life's necessities and perks, many of which expand and improve year after year, including:
Incentive/Commission/Bonus opportunities (Based on role / grade level)
401(k) retirement savings plan with matching company contributions, eligible on your first day!
Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
Warehouse Merchandise Discount!
Paid time off & paid holidays (depending on role and month of hire)
Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). 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.
You are joining a team that's committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community.
Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.
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Benefits are provided in compliance with applicable laws, plans and policies.
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About Ace Hardware Home Services, Inc.
Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home?. Ace Hardware Home Services offers a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting with the signature Ace Helpful service our customers know. Helpful is what we do - and Ace is on a Mission to be the best, most trusted provider of home preservation services.
Equal Opportunity Employer
Ace Hardware Home Services, Inc. is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.
Disclaimers
The pay range for this position starts as listed in the job posting but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual's education, training and experience, the position's work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.
Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Hardware Home Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.
This written "Position Description" is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Notice to Philadelphia, PA candidates: When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee's specific record and the duties and requirements of the specific job.
Ace Hardware is the largest retailer-owned hardware cooperative in the world with over 5,800 locally owned and operated hardware stores in approximately 60 countries. Headquartered in Oak Brook, Ill., Ace and its subsidiaries operate an expansive network of distribution centers in the U.S. and have distribution capabilities in Ningbo, China; and Cuautitlán Izcalli, Mexico. Since 1924, Ace has become a part of local communities around the world and known as the place with the helpful hardware folks. For more information, visit acehardware.com or newsroom.acehardware.com.
