Customer Service Representative - Parrish - Remote

Ace Hardware Corporation; Kansas; Hybrid; USD 57,308,000 - 71,635,000; Full time

Benefits offered by this job

401(k) retirement savings plan

Comprehensive health coverage

Paid time off & paid holidays

Career Growth & opportunities

Employee Assistance Program

Job summary

Ace Hardware Home Services, Inc. is seeking a Customer Service Representative to handle front-line duties including phone and email interactions. You will maintain professionalism, update customer records, and support scheduling for field services across our home services network.

Qualifications include 2+ years in customer service, ServiceTitan experience, and strong communication skills. The role supports a nationwide customer base and offers remote work opportunities along with comprehensive

Qualifications

• High school diploma or equivalent.
• 2+ years of customer service and/or field service logistics experience.
• Experience with ServiceTitan.
• Excellent Microsoft Word, Excel and database management skills.
• Strong communication skills over phone and in person.
• Ability to anticipate problems and find solutions.
• Good time-management and organizational skills.
• Self-starter able to work without supervision.
• Experience working remotely.

Responsibilities

• Provide unmatched customer service.
• Ensure the service department delivers exceptional customer service through problem solving and clear communication with customers.
• Learn all services and product offerings to effectively communicate with customers.
• Respond to customer inquiries by email or telephone with a strong first impression.
• Handle inbound calls regarding billing, product issues, service questions and concerns.
• Schedule field service appointments and inquire about seasonal maintenance requirements.
• Maintain professionalism and build rapport with clients on every call.
• Update customer information in the database during and after calls; stay updated on product knowledge and company policies.
• Complete special projects and other duties as assigned.

Skills

Customer service

Clear communication

Time management

Problem solving

Education

High school diploma or equivalent

Tools

ServiceTitan

Microsoft Word

Excel

Database management

Job description

Job Description

Compensation Details

$20.00 - $25.00 per hour

Job Description

Helpful meets helpful. Parrish Services is now an Ace Hardware Home Services company! Now bringing helpful heating and cooling services to your home. Supporting over 5,800 neighborhood stores across the country, Ace Hardware is a company dedicated to helpful service in local communities. Much like Parrish Services, Ace Hardware is dedicated to delivering an amazing experience to every customer, every time. Ace Hardware stores are locally owned and operated, with the goal to be helpful in the aisle and now in the home. We are excited to grow Parrish Services together with Ace to continue to support the local community for years to come. To learn more, visit: www.parrishservices.com.

Who We Are

Parrish Services- an Ace Hardware Company is an established, growth-oriented HVAC company located in Manassas, VA. Recently, UIC joined a subdivision of Ace Hardware Corporation called Ace Home Services, a collection of local service companies with experienced professionals dedicated to helping homeowners complete home maintenance tasks. Ace Hardware Home Services has a growing roster of services (including Unique Indoor Comfort), which now include handyman services, plumbing, cooling, heating, electrical and paint. Ace is now better positioned to serve more homeowners who are seeking to have many home maintenance projects completed for them in a quality manner performed by trained professionals from brands they can trust.

About This Role

The Customer Service Representative is responsible for handling an array of front-line duties. Some of these tasks include interacting with customers over the phone and/or via email and social media. Throughout all these interactions the Customer Service Representative must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company’s top and bottom line, so this role must add value to the organization.

Job Duties

• 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 work 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.
• Complete special projects and perform other job duties as assigned.

Job Requirements

• High school diploma or equivalent.
• 2+ years of customer service and/or field service logistics experience, preferably in a related industry.
• Experience with ServiceTitan needed
• Excellent Microsoft Word, Excel and database management skills
• 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 orientated, energized by achieving and exceeding goals.
• Able to pass a drug screening and background check
• Experience working remote

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.

Schedule

• Monday, Tuesday, Wednesday, Friday: 12:00 PM–8:00 PM
• Saturday: 8:00 AM–4:00 PM

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.

Benefits

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.
• 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.