Legacy Plumbing - Customer Service Representative

Compensation Details

$18.00 - $20.00 per hour

Legacy 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 build a career you will be proud of, with excellent income, a consistent work schedule and opportunities for advancement. Your essential contributions will be appreciated, respected, and rewarded. Here you won’t just “have a job,” you will be helping us reshape the future of home services by providing reliable, best‑in‑class service to your neighbors in your community.

The Customer Service Representative is responsible for handling an array of front‑line duties. Some of these tasks include interacting with customers over the phone and/or via email and social media. Throughout all these interactions the Customer Service Representative must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company’s top and bottom line, so this role must add value to the organization.

• Provide unmatched customer service.
• Ensure the service department provides exceptional customer service through inventive problem solving and clear communication with customers.
• Learn all services and product offerings to effectively communicate with the customer base.
• Respond to customer inquiries by email or telephone, providing an unequaled first impression.
• Answer inbound phone calls regarding billing issues, product problems, service questions and general customer concerns.
• Make outbound calls to schedule field service appointments and inquire about seasonal maintenance requirements.
• Maintain a high level of professionalism with clients and work to establish a positive rapport with every 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. Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers.
• Complete special projects and perform other job duties as assigned.

• High school diploma or equivalent.
• 2+ years of customer service and/or field service logistics experience, preferably in a related industry.
• Excellent Microsoft Word, Excel and database management skills.
• Clear, confident, and effective communicator over the phone (with customers) and in person (with team).
• Strategic thinker who possesses the ability to anticipate problems and find solutions.
• Strong organization skills with attention to detail.
• Good time‑management, possessing the ability to balance priorities.
• Self‑starter and able to work successfully without supervision.
• Competitive, ambitious and results‑oriented, energized by achieving and exceeding goals.
• Able to pass a drug screening and background check.

• 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.
• Proficient close and distance vision.

We live our values – W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. These values are important to us and represent our commitment to the company, our employees, and the Ace brand.

• 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 and opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, 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…