Call Center - Customer Care Agent ON SITE Fort Meyers, FL

Compensation Details

16.00 per hour

About the role

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.

Responsibilities

• Handle a high volume of inbound calls, emails, and chats in a structured call center environment
• Quickly identify the caller’s issue or request, often with incomplete information
• Use internal knowledge bases, tools, and procedures to research and resolve issues in real time
• Clearly communicate solutions and next steps to a wide range of audiences (customers, retailers, vendors, internal partners)
• Document interactions accurately in system tools while managing active conversations
• Escalate complex or unresolved issues to specialized teams when needed
• Balance speed, accuracy, and customer experience while meeting performance expectations
• Support additional projects or initiatives during lower call volume periods

Requirements

• 1–2+ years of customer service experience, ideally in a call center or high-volume support environment
• Ability to work in a fast-paced, structured environment with continuous workflow
• Strong verbal and written communication skills, especially under time pressure
• Prowess in multi-tasking across systems while actively engaging with customers
• Comfortable handling challenging conversations and problem-solving in real time
• Proven ability to learn and apply procedures, policies, and product knowledge quickly
• Strong judgment and decision-making skills within defined guidelines
• Proficiency with multiple systems and Microsoft Office tools
• High level of accountability, reliability, and attention to detail

Qualifications

None specified

Skills

Customer service experience, strong communication skills, proficiency with multiple systems and Microsoft Office tools, ability to handle challenging conversations and problem-solving in real time, proven ability to learn and apply procedures, policies, and product knowledge quickly, strong judgment and decision-making skills within defined guidelines, high level of accountability, reliability, and attention to detail

Benefits

• Weekly Pay
• Incentive opportunities (up to a maximum of $350 per month)
• Grossly 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
• 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

Pay

Starting as listed in the job posting, but could be higher based on education and experience.

Schedule

Schedule flexibility is required, including evenings, weekends, and holidays based on business needs.