Customer Service Representative

Customer Service Representative

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 skillsboth 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

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.