The posting
Compensation Details:
$18.00 per hour
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 is different. These things are important to us. They represent our commitment to the company, our employees, to Ace retailers and to the Ace brand.
In addition to providing our employees a great culture, Ace also offers competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:
- Weekly Pay
- Incentive opportunities (up to a maximum of $350 per month)
- Generous 401(k) retirement savings plan with a fully vested matching contribution for the first year in addition to quarterly contributions and annual discretionary contribution (once eligibility requirements have been met). Over the past 5 years, company contributions (matching, quarterly & discretionary) for fully eligible employees have averaged 10% of total eligible compensation
- 21 days of vacation immediately available (prorated in the first year)
- Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents.
- Ace invests in every employee we hire, with a key focus on development and coaching. We offer on-site classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical yearly review
- We know the work environment matters. That’s why Ace Care Center holds events like Employee Appreciation Week, Customer Service week, birthday/holiday celebrations, and much more!
- 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 – and we support our employees in doing the same by offering opportunities to help Children’s Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation
- Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and more
- Adoption cost reimbursement
- Employee Assistance Program (EAP) – access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events
* Benefits are provided in compliance with applicable policies.
Job Description:
The Job
As a Customer Care Agent, you will be responsible for answering calls, e-mails and other interactions based on specific training received from consumers, vendors, retailers and Ace corporate staff. Your goal is to identify the contact’s issue/question, research the potential solution/answer, determine the best solution/answer, and work with the contact to resolve their issue or answer their question. Anything not resolved or not answered at this level is escalated to a Customer Care escalation team or a subject matter expert partner.
What you’ll do
- Receive questions/information requests and identifies the contact’s specific needs.
- Research the contact’s issue/question in the knowledge database, interpret guidelines/procedures, and identify the best solution/answer.
- Either answers the contact’s question/information request or work with the contact to resolve their issue. Documents the request and answer/resolution.
- Escalates the issue to an escalation team or subject matter expert if issue cannot be resolved.
- Other projects as assigned to support the various business areas.
What you need to succeed
- Minimum of two years of customer service experience or a two-year degree in a related field plus one year of customer service experience.
- Excellent interpersonal, phone, writing, and analytical skills.
- Demonstrated ability to work with a diverse customer base, troubleshooting, multi-tasking, managing a high call volume, and functioning fairly independently.
- Resourceful and has the ability to interpret policies and procedures.
- Takes initiative in researching and resolving customer issues/questions.
- Comfortability making decisions and exercising good judgments in a changing environment.
- Demonstrated ability to learn a variety of products, services, applications, Ace departments and operations, and company initiatives supported.
- Working knowledge of multiple business software packages (MS Office, MS Outlook, etc.).
- Flexibility to work a wide variety of shifts, including nights, weekends, and holidays is a must.
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We want to hear from you! When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.
Equal Opportunity Employer Ace Hardware Corporation 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.
Disclaimer
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 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 Corporation 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.
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