Operation Support Specialist - Ace Hardware Home Services : Job Details

Compensation Details:

$23-$26

Job Description:

POSITION SUMMARY:

The Operations Support Specialist I (OSS I) 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. 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.

PRINCIPAL ACTIVITIES:

• Answering the phone in 3 rings with a smile.
• Enter lead in CRM, educating customer on AHS and following call blueprint.
• Schedule job on appropriate craftsman based on skill set and location. Inputting detailed notes on job description that is easy and clear for CM.
• Making sure the schedule is packed and with efficiency for the Craftsmen.
• Return calls, voicemails and emails in a timely manner and all by end of day.
• Contact each lead, daily and updating the notes in PipeDrive following the sales process. Each lead should be contacted everyday at least 3 times.
• Call customers for job review on newly hired Craftsmen after shadow is complete.
• Call warranty calls.
• Review schedule to make sure invoices and estimates are complete and paid.
• Review calls and rate in Centermark Dashboard.
• General Admin tasks, supply updated, filing, office maintenance.
• Working with Leadership Team.
• Maintain a closing ratio of minimum 60%.
• Send thank you notes weekly
• Complete understanding of the AHS Service Path.
• Handling customer complaints and escalating as necessary.
• Update OSS Summary Sheet everyday

Required Skills:

• 5+ years' experience in customer service skills.
• Previous dispatching experience, preferred
• 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 45 WPM and ten-key a plus.
• Multi-tasking, time management and prioritization skills a must.
• Critical thinking skills.
• Assisting with additional projects and tasks as asked.

Benefits:

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

• 401(k) retirement savings plan with matching contributions (once eligibility requirements have been met)
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Paid time off & paid holidays (depending on role and month of hire)
• AHHS invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical annual review.

* Benefits are provided in compliance with applicable policies.

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, plus a performance management approach that goes beyond the typical annual review.
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

* Benefits are provided in compliance with applicable policies.

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About Ace Hardware Home Services

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.

Equal Opportunity EmployerAce Handyman Services is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Disclaimer

The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual's education, training and experience, the position's work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Handyman Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Handyman Services reserves the right to change job duties, including essential job functions, according to business necessity.