Call Center - Customer Care Agent ON SITE Fort Meyers, FL

**Compensation Details:** 16.00 per hour **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, to Ace retailers and to the Ace brand. In addition to providing our employees a great culture, Ace also offers competitive benefits\* that address life’s necessities and perks, many of which expand and improve year after year, including: - 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! - 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 – and we support our employees in doing the same by offering opportunities to help Children’s Miracle Network Hospitals and the Ace Helpful Fund through the Ace Foundation - 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 *\* Benefits are provided in compliance with applicable policies.* **Job Description:** As a Customer Care Agent, you’ll be on the front lines of Ace Hardware’s support experience—handling high-volume inbound interactions from consumers, retailers, vendors, and internal teams. This is a fast-paced call center environment where success means quickly understanding the issue, using available tools and resources, and guiding the contact to resolution in real time. You’ll spend the majority of your day managing back-to-back calls and digital interactions, while navigating multiple systems and balancing efficiency with a high-quality customer experience. What You’ll Do: - Handle a high volume of inbound calls, emails, and chats in a structured call center environment - Quickly identify the caller’s issue or request, often with incomplete information - Use internal knowledge bases, tools, and procedures to research and resolve issues in real time - Clearly communicate solutions and next steps to a wide range of audiences (customers, retailers, vendors, internal partners) - Document interactions accurately in system tools while managing active conversations - Escalate complex or unresolved issues to specialized teams when needed - Balance speed, accuracy, and customer experience while meeting performance expectations - Support additional projects or initiatives during lower call volume periods What You Need to Succeed: - 1–2+ years of customer service experience, ideally in a call center or high-volume support envi…