Customer Care Agent - Part‑Time & Full‑Time

About the position

Now Hiring: Part‑Time & Full‑Time Customer Care Agents Ace Hardware – Customer Care Center | Fort Myers, FL Are you interested in being Ace helpful ? We are currently hiring both part‑time and full‑time Customer Care Agents who are professional, career‑minded, and excited to bring their talents to Ace’s Customer Care Center in Fort Myers, FL. Please apply to be considered. As a Customer Care Agent , you will handle inbound calls, emails, and other interactions from consumers, vendors, retailers, and Ace corporate staff. Using the training provided, you’ll identify each contact’s needs, research solutions, and work toward a successful resolution. Issues that cannot be resolved at this level are escalated to a Customer Care escalation team or subject matter expert partner.

Responsibilities

• Receive and assess customer questions or information requests
• Identify the contact’s specific needs
• Research issues using the knowledge database and interpret guidelines and procedures
• Provide accurate answers or work with the contact to resolve issues
• Document requests and resolutions clearly and thoroughly
• Escalate unresolved issues to the appropriate team or subject matter expert
• Support additional projects as assigned across business areas

Requirements

• Minimum of two years of customer service experience , or a two‑year degree in a related field plus one year of customer service experience
• Strong initiative in researching and resolving customer questions and issues
• Excellent interpersonal, phone, written, and analytical skills
• Ability to work with a diverse customer base
• Comfort with troubleshooting, multitasking, and managing high call volumes
• Ability to function fairly independently while collaborating with a team
• Willingness and ability to learn a wide range of products, services, and systems
• Strong judgment and decision‑making skills in a fast‑changing environment
• Working knowledge of common business software (MS Office, Outlook, etc.)
• Reliable internet connectivity for work‑from‑home days
• Flexibility to work a variety of shifts, including nights, weekends, and holidays
• Openings available for both part‑time and full‑time schedules

Nice-to-haves

• Prior retail experience is a plus

Benefits

• Weekly Pay
• Incentive opportunities (up to a maximum of \$350 per month)
• Generous 401(k) retirement savings plan with a fully vested matching contribution for 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% 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!
• Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and 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
• Monthly bonus opportunities
• Blended workweek of home and in‑office days
• Paid time off (based on scheduled hours worked)
• Opportunities to gain knowledge across various Care Center skillsets
• A supportive, people‑first culture