Customer Sales Representative

Compensation Details:

$18-$22

The Customer Service Representative (CSR) is the primary person who answers the phone to discuss our services, prices and availability. Every effort to assist new customers in understanding how we work is expected during each conversation. Once a complete understanding has developed and estimated package/pricing is given, each customer is to be scheduled with a brief description of the type of work, the correct Craftsman, and an exact date and time when work is to be performed.

Assisting with training and new hiring of CSRs. Properly handling customer complaints and elevating to Dispatch Manager as needed. The CSR will also help relay information between Craftsmen and convey important information to Field Supervisor and/or Office Manager as needed. This information is passed along to the Craftsman in the field the night prior. Every effort to assist the Craftsman during this process is to be made from the office.

• Assist with Training and Onboarding new CSRs.
• Work with Field Supervisor and Office Manager on schedule optimization.
• Review draft estimates, draft and balance due invoices.
• Answer the phone, enter lead in CRM, educate customer on AHS and follow the call blueprint.
• Schedule job on appropriate craftsman based on skill set and location.
• Input detailed notes on job description.
• Respond to customer complaints and problems.
• Prepare daily work and run schedule efficiently.
• Call customers for job reviews.
• Call 11-month call warranty.
• Make follow up calls on open/un-booked estimates.
• Review calls and rate in Service Titan Dashboard and Call Scorecard.
• General admin tasks, keep supplies updated, filing, and office maintenance.
• Assist and execute new initiatives.
• Maintain a closing ratio of minimum 65%.
• Send thank you notes.
• Complete understanding of the AHS Service Path. Attend special events as scheduled for marketing.
• Handling customer complaints.
• Assist with the training of new team members.

• 3+ years’ experience in customer service skills.
• 2+ years’ previous dispatching experience.
• Ability to solve complex problems.
• Excellent written and verbal communication and interpersonal skills.
• Ability to handle stressful situations and work in a fast-paced environment.
• Microsoft Suite (Outlook, Word, Excel) experience.
• Minimum of 50 WPM and ten-key a plus.
• Multi-tasking, time management and prioritization skills a must.
• Critical thinking skills.
• Indirectly assisting Craftsmen.

• 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).
• Ace invests in every employee we hire, with a key focus on development and coaching.
• Robust Employee Assistance Program providing professional assistance for personal, legal, financial, work, childcare and elder care support.

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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.

Ace Hardware Home Services is committed to a policy of…