Canella Heating & Air Conditioning - Customer Service Representative

Compensation Details:

$21.50 - $24.50 plus the commission structure (DOE)

Job Description:

Canella Heating & Air Conditioning is now an Ace Hardware Company! Ace Hardware has been serving neighbors throughout America for 100 years. Ace launched Ace Hardware Home Services and is now Bringing Helpful to Your Home℠. Ace Hardware Home Services offers a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting with the signature Ace Helpful service our customers know. Helpful is what we do – and Ace is on a Mission to be the best, most trusted provider of home preservation services.

The Customer Service Representative is responsible for handling and array of the front-line duties. Some of the tasks include interacting with customers over the phone and/or via email. Throughout all these interactions the Customer Service Representative must maintain a high level of professionalism and present the organization in the best light possible. You will be creating jobs for technicians to dispatch to and should be a team player and able to converse with other CSRs/Dispatchers in a professional manner.

Job Details:

• Work Schedule: 8+ hours/day, 5 days per week.

• Some overtime is required, including random Saturdays.

• Typical hours are 8:00AM-5:00PM with a 1-hour lunch.

• Work Location(s): 1204 1st. St West Conover, NC 28613 OR 4738 N NC16 Business Hwy, Denver, NC 28037

Job Duties and Responsibilities:

• Provide unmatched customer service.

• Ensure the service department provides exceptional customer service through inventive problem solving and clear communication with our customers. (Happy Calls)

• Learn all the 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 for general customer concerns and schedule field service appointments.

• Make outbound calls to schedule field service appointments and inquire about and/or promote seasonal maintenance. Outbound calls will also include non-sold estimates for both HVAC services and Plumbing Service.

• Maintain a high level of professionalism with clients and work to establish a positive rapport with the 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.

• Handle special projects and other duties assigned.

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 to 15 pounds at a time.

• Close vision, distance vision.

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* that address life’s necessities and perks, many of which expand and improve year after year, including:

• 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, 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.
• Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses