Customer Care Agent

Compensation Details:

$16 per hour

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, to Ace retailers and to the Ace brand.

In addition to providing our employees a great culture, Ace also offers competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Weekly Pay
• Incentive opportunities (up to a maximum of $350 per month)
• Generous 401(k) retirement savings plan with a fully vested matching contribution 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 10.4% 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.
• We know the work environment matters. That’s why 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 thousands 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.

* Benefits are provided in compliance with applicable plans and policies.

Job Description:

Are you interested in being Ace helpful? We are looking for professional and career-minded individuals who want to bring their talent to Ace's Customer Care Center in Fort Myers, FL!
 

Our Next Training Class Starts on Monday, October 20, 2025

We will be holding Virtual Interviews on Monday, September 29, 2025, from 9AM to 2PM EST. Please apply to be considered. We will contact you by Friday, September 26 with a virtual link.

Below are some of our benefits and perks!

• Monthly bonus opportunities!
• Blended workweek of home & work in office days- we LOVE teamwork!
• Generous paid time off benefits- vacation and sick day benefits
• Apply today to find out other reasons why Ace is such an "Ace-mazing" place to work!
• Late morning shifts available
• Opportunities to gain knowledge in various care center skillsets
   

The Job
 

As a Customer Care Agent, you will be responsible for answering calls, e-mails and other interactions based on specific training received from consumers, vendors, retailers and Ace corporate staff. Your goal is to identify the contact’s issue/question, research the potential solution/answer, determine the best solution/answer, and work with the contact to resolve their issue or answer their question.  Anything not resolved or not answered at this level is escalated to a Customer Care escalation team or a subject matter expert partner.  
 

What you’ll do

• Receive questions/information requests and identifies the contact’s specific needs.
• Research the contact’s issue/question in the knowledge database, interpret guidelines/procedures, and identify the best solution/answer.
• Either answers the contact’s question/information request or work with the contact to resolve their issue. Documents the request and answer/resolution.
• Escalates the issue to an escalation team or subject matter expert if issue can