Legacy Plumbing - Customer Service Representative

About the role

The Customer Service Representative is responsible for handling an array of front-line duties including 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.
• 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.

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.

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.
• Royalty. Humility. Love.
• 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.
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

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.

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.