Customer Service Representative

Overview

We are looking for an organized, customer-focused Customer Service Representative to help run our day-to-day office operations in Collierville. In this role, you will serve as the central hub of our local business—connecting homeowners who need repairs with our skilled field technicians who can get the job done. This is an excellent opportunity for someone who loves problem-solving, values clear communication, and wants to keep a busy business running smoothly. No prior construction or home improvement experience is required; we will teach you everything you need to know about our services.

What Success Looks Like

Your primary goal is to keep our scheduling calendar full and our field technicians working efficiently. On a day-to-day basis, success means answering incoming calls warmly, providing accurate job estimates over the phone, and scheduling appointments to optimize our team's travel and work time. Over time, success in this role means building strong relationships with our repeat customers, streamlining our administrative processes, and serving as a reliable partner to our field team.

Key Responsibilities

• Answer incoming customer calls, explain our services, and guide homeowners through their project needs.
• Provide pricing estimates over the phone and book appointments to maximize technician productivity.
• Coordinate directly with field technicians to resolve scheduling conflicts, billing questions, or logistics.
• Utilize our CRM system to document customer details, track job progress, and manage dispatching.
• Conduct post-job follow-up calls to ensure customer satisfaction and address any warranty concerns.
• Assist with daily office administration, including data entry, basic billing, and operational support.

What We Are Looking For

Must-Have Qualifications

• 3 or more years of experience in customer service, sales, call center operations, or professional office administration.
• Strong organizational skills and the ability to multitask in a fast-paced environment without losing attention to detail.
• Excellent verbal and written communication skills with a friendly, professional, and patient phone presence.
• High proficiency with computers, including Microsoft Office (Word, Excel) and Microsoft Teams.

Nice-to-Have Qualifications

• Prior experience scheduling or dispatching in the home services, trade, or construction industries.
• Hands-on experience using ServiceTitan software.
• Experience with QuickBooks or payroll administration.
• Basic experience with local marketing or social media coordination.

What We Offer

• Competitive hourly pay based on your experience level.
• 401(k) retirement plan with company matching.
• Paid vacation and time off.
• Performance-based bonuses.
• Regular performance and compensation reviews.
• A positive, team-oriented work environment with career growth opportunities.
• The support of a locally owned business backed by the trusted, national Ace Hardware brand.

Join Our Team

If you are a detail-oriented professional who enjoys helping people and wants to play a key role in growing a respected local business, we want to hear from you. Please submit your application today to start the conversation.