Compensation Details:

$18 - $20/hour

Job Description:

Nauman's is now an Ace Hardware Company!

At Ace Hardware Home Services, we are backed by a brand that customers have trusted for over 100 years. You can trust that you can build a career you will be proud of. A career with excellent income, a consistent work schedule and opportunities for advancements. Your essential contributions will be appreciated, respected, and rewarded. Here you won’t just “have a job,” you will be helping us to reshape the future of home services by providing reliable, best-in-class service to your neighbors in your community.

About This Role

The Customer Service Representative (CSR) is the frontline connection between our company and our valued customers. In this role, you will interact with customers via phone, email, text, and CRM messaging platforms to deliver an exceptional experience. The CSR plays a vital role in scheduling appointments, resolving inquiries, ensuring customer data is accurate and driving an unmatched and positive customer experience. Every customer interaction is an opportunity to create value for both the customer and our organization.

What You’ll Do

· Deliver exceptional customer service through creative problem-solving and clear, positive communication.

· Maintain an in-depth understanding of all services, product offerings, and company procedures to accurately inform and guide customers.

· Manage inbound and outbound customer communication via phone, email, text, and CRM messaging, ensuring timely and professional responses.

o This includes actively monitoring and maintaining customer text feeds to ensure prompt and accurate communication.

· Schedule, confirm, and follow up on service appointments using company CRM software.

· Ask all discovery questions to gather and enter accurate customer information in the CRM database during and after each call.

o Accurately record all follow up interactions and updates in appropriate fields of CRM system.

· Conduct outbound calls for appointment scheduling, seasonal maintenance reminders, and follow-ups on open estimates.

· Collect and securely process payment and billing information within the CRM system.

· Accurately enter and maintain customer data, notes, and service history in CRM after each interaction.

· Collaborate closely with internal teams including dispatch, sales, and technicians to ensure a seamless and consistent customer experience.

· Stay up to date on promotions, service offerings, and company policies in collaboration with management.

· Impact the company's bottom line by converting inquiries into leads and resolving issues efficiently to build lasting relationships.

Required Skills

· 2+ years of customer service experience, preferably in a service-based or contractor setting.

· A customer-first mindset with a calm and positive demeanor.

· Strong Computer skills – MS Office, database management, etc.

· Hours include rotating 8.5 hour shifts to cover 7:30 am-4:30pm

· Strong communication skills—both written and verbal.

· Experience working with CRM systems (ServiceTitan a plus).

· Excellent organization and time management skills.

· Ability to manage multiple tasks while maintaining attention to detail.

· Comfortable handling billing inquiries and payment information.

· Bilingual is a plus but not required.

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.

Job Specifics

Position Status: Regular full-time (40+ hours a week)

FLSA Description: Non-Exempt/Hourly

Reports To: Customer Service Manager OR General Manager (if CSM vacant)

Work Schedule: 8+ hours/day, 5+ days per week (may require night or weekends depending on needs of the business.

Work Location(s): AHHS, East Stroudsburg PA

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, 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, 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.Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, plus a performance management approach that goes beyond the typical annual review.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 plans and policies.

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About Ace Hardware Home Services

Ace Hardware Home Services is the most trusted provider of home preservation services backed by Ace Hardware and offering a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting.

Ace Hardware has been serving neighbors throughout America for nearly 100 years. Ace recognized the need for a trusted service provider for home repairs and launched Ace Hardware Home Services (AHHS).  AHHS is now Bringing Helpful to Your Home℠ and it is our mission to deliver the same level of Helpful service, convenience & quality that you have come to expect from Ace Hardware.

Equal Opportunity Employer
Ace Hardware Home Services 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 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.