Customer Service Specialist

Job Title: Customer Service Specialist

GENERAL SUMMARY

The Customer Service Specialist is responsible for providing exceptional customer service while supporting daily store operations. Responsibilities include greeting customers, answering questions, locating products, and assisting customers in finding solutions for their projects. This role also supports store operations by stocking merchandise, maintaining displays, and ensuring the store remains clean, organized, and easy for customers to shop.

Customer Service Specialists represent Ace Hardware’s commitment to being the most helpful hardware stores on the planet.

Starting pay is based on experience.

This position has a capped pay rate.

ESSENTIAL DUTIES & RESPONSIBILITIES

Include the following. Other duties may be assigned.

Store Operations

• Help maintain a positive, professional, and safe work environment.
• Work with the Store Lead and leadership team to support store operations.
• Participate in scheduled staff meetings and store communications.
• Communicate operational issues, safety concerns, or customer needs to the Store Lead.
• Assist with receiving, checking in, and stocking merchandise throughout the store.
• Maintain appropriate back stock levels.
• Ensure the sales floor, end caps, and promotional displays are clean and well stocked.
• Ensure signage and pricing are accurate and current throughout the store.
• Help maintain overall store cleanliness and organization.

Customer Service

• Provide a positive representation of Ace Hardware and the Summit Ace brand.
• Proactively assist customers in solving problems and completing their projects.
• Greet customers entering and throughout the store and thank them as they leave.
• Demonstrate a friendly, outgoing demeanor with both customers and team members.
• Respond promptly and professionally to radio calls, pages, and customer requests.
• Forward any customer concerns that cannot be resolved to store management.
• Develop strong product knowledge and familiarity with the store layout.
• Walk customers to products and assist them in selecting the correct item.
• Assist customers with loading merchandise into their vehicles.
• Support customers by pulling hay and straw from trailers when needed.
• Dispense propane and follow all required safety procedures once certified.

Communication & Service Standards

• Implement the W.O.W. customer service process with every customer, every time:

W – What can I help you find today?

O – Offer options and solutions

W – Warm thank you

• Ensure all jobrelated calls, WhatsApp messages, texts, and emails are responded to promptly and professionally.
• Maintain helpful, respectful communication with team members and customers.

Training & Certifications

• Completion of assigned Ace Learning Place (ALP) classes is required as part of the training program.
• Participation in the ALP Badge Program.
• Propane dispensing certification may be required.
• Forklift training and certification may be required for store operations.

Service Expectations & Core Values

At Summit Ace Hardware, we strive to be the most helpful hardware stores on the planet. Every team member plays a vital role in delivering an exceptional experience for our neighbors and building lasting customer

relationships.

Customer Service Specialists are expected to represent the company’s mission and values in every interaction with customers and team members.

Service Expectations

Customer Service Specialists are expected to deliver exceptional service through the W.O.W. customer experience standard with every customer, every time:

W – What can I help you find today?

O – Offer options and solutions

W – Warm thank you

This service approach ensures customers feel welcomed, supported, and appreciated throughout their shopping experience.

Core Values

Living out these values helps ensure that every Summit Ace location delivers a consistent, welcoming, and helpful experience for our neighbors

Respectful Valuing each person and treating them with dignity and kindness.

Accountable Empowering each other to take ownership of our actions.

Passionate Showing our love for the work we do, for our neighbors, and for each other.

Innovative Fostering a collaborative and creative work environment that brings out the best in everyone.

Driven Striving to make great choices today for a better tomorrow.

Helpful Amazing our neighbors, each other, and our communities by delivering on our helpful promise.

SKILLS

• Customer Service
• Customer Relations
• Oral Communication
• Listening Skills
• Professionalism
• Basic Computer Skills
• Decision Making
• Reading Comprehension

PHYSICAL DEMANDS AND WORK ENVIRONMENT

While performing the duties of this position, the employee is regularly required to talk and hear. The employee frequently is required to use hands and fingers to handle, feel, or operate objects, tools, or controls. The employee is required to stand, walk, and reach with hands and arms for the duration of their shift. The employee must be able to lift and/or move up to 50 pounds, with or without reasonable accommodation.

Specific vision abilities required for this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is typically moderate, consistent with a retail store environment.

EDUCATION / EXPERIENCE

High school diploma or equivalent not required.

Retail, hardware, home improvement, or customer service experience is helpful but not required.