Job Description:
As a Customer Care Agent, you’ll be on the front lines of Ace Hardware’s support experience—handling high-volume inbound interactions from consumers, retailers, vendors, and internal teams.
This is a fast-paced call center environment where success means quickly understanding the issue, using available tools and resources, and guiding the contact to resolution in real time. You’ll spend the majority of your day managing back-to-back calls and digital interactions, while navigating multiple systems and balancing efficiency with a high-quality customer experience.
What You’ll Do:
- 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
What You Need to Succeed:
- 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
- Proven ability to multi-task across systems while actively engaging with customers
- Comfortable handling challenging conversations and problem-solving in real time
- 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
- Work Environment & Schedule Expectations
- This role operates in a call center setting with consistent interaction volume throughout the day
- Schedule flexibility is required, including evenings, weekends, and holidays based on business needs
- Performance is measured through service levels, quality, and productivity metrics
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We want to hear from you!
When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.
Equal Opportunity Employer
Ace Hardware Corporation 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 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 Corporation 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.
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