Carolina Custom Air - Customer Service Representative

Ace Hardware Corporation; South Carolina; Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Incentive/Commission/Bonus

401(k) matching

Health coverage

Paid time off

Job summary

Ace Hardware Home Services, Inc. is seeking a customer service representative to deliver exceptional support to our customers. You will handle inquiries via phone and email, schedule field service, and maintain customer records with accuracy.

The role emphasizes problem solving, communication, and building lasting relationships in a fast-paced environment. Two years of related experience is preferred, with strong MS Office skills and the ability to work independently.

Qualifications

• Two years of customer service and/or field service logistics experience.
• Strong computer skills including MS Office and database management.
• Clear, confident, and effective communicator over the phone and in person.

Responsibilities

• Provide unmatched customer service.
• Ensure the service department communicates effectively with customers and solves problems.
• Learn all services and product offerings to communicate with customers.
• Respond to inquiries by email or telephone with a strong first impression.
• Answer inbound calls regarding billing, product problems, service questions, and general concerns.
• Make outbound calls to schedule field service appointments and seasonal maintenance reminders.
• Maintain professionalism and rapport with clients during calls.
• Update customer information in the service database during/after calls.
• Stay updated on product knowledge and company policies with management.
• Help improve the bottom line by solving problems and turning customers into repeat clients.

Skills

Customer service

Phone communication

Email communication

Organization

Self-starter

Tools

MS Office

Database management

Job description

Compensation Details: $18.00 - $22.00 per hour

Job Description: About Carolina Custom Air: Carolina Custom Air and Coastal Air Solutions are now Ace Hardware Home Services! It’s still the same great Carolina Custom and Coastal Air team that you know and trust-so what’s changed? Just our name. Now bringing helpful heating and cooling services to your home. This partnership aligns perfectly with our shared values of delivering exceptional customer experiences. As part of the Ace Hardware Home Services family, we gain access to valuable resources and a broader network, enabling us to better serve the Charleston region and beyond. By combining our expertise and expanding our reach, we solidify our position as the area’s leading home preservation services provider. Together, we are dedicated to continuing our tradition of excellence and providing the highest level of service to our customers. To learn more, visit: www.carolinacustomair.com

What You’ll Do

• Provide unmatched customer service.
• Ensure the service department provides exceptional customer service through inventive problem solving and clear communication with our customers.
• Learn all services and product offerings to effectively communicate with our customer base.
• Respond to customer inquiries by email or telephone providing an unequaled first impression.
• Answer inbound phone calls regarding billing issues, product problems, service questions and general customer concerns.
• Make outbound calls to schedule field service appointments and inquire about seasonal maintenance requirements.
• Maintain a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Update customer information in the customer service database during and after each call.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.

What you need to succeed:

• Two years of customer service and/or field service logistics experience.
• Strong Computer skills – MS Office, database management, etc.
• Clear, confident, & effective communicator over the phone (with customers) and in person (with team).
• Strategic thinker who possesses the ability to anticipate problems and find solutions.
• Strong organization skills with attention to detail.
• Good time-management, possessing the ability to balance priorities.
• Self-starter and able to work successfully without supervision.
• Competitive, ambitious and results oriented, energized by achieving and exceeding goals.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Talk and hear, both in person and by telephone.
• Use hands repetitively to operate standard office equipment.
• Must be able to lift up to 15 pounds at times.
• Close vision, distance vision.

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.

Competitive benefits*

• 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. * Benefits are provided in compliance with applicable laws, plans and policies.

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.