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Customer Care

Your Help Wanted to
Provide Helpful Solutions

Our Customer Care team in Fort Myers, Florida supports customers, retailers, vendors, distribution centers and users across the Ace enterprise. As part of our team, you’ll provide friendly assistance and innovative solutions to help fulfill our vision to be the best, most helpful hardware stores on the planet.

Our customer care associates embody our “Ace Helpful” standards with every interaction.

Benefits & Perks

We offer comprehensive benefits and unique perks designed to help you reach your goals – at work and in life.

Learn More

A man with short black hair and a beard, wearing a red and blue plaid shirt, sits at a desk in an office cubicle, looking over his shoulder and smiling slightly at the camera.

“During my short but rewarding tenure at Ace Care Center, I have experienced nothing short of a dream come true. I was honored to receive the HEART WARE HIGH FIVE for EXCELLENCE, which reflects my commitment to providing outstanding service.”

Gerroud M., Customer Care Supervisor

A woman with long brown hair is smiling at the camera while sitting at a desk with a computer monitor and office supplies in the background.

“Ace has been an amazing and rewarding place to work. Every day, I get to help customers and retailers in resolving their problems. It’s a wonderful company to work for because I have constant support not only from my co-workers but leadership as well.”

Jacqueline R., Customer Care Agent, Retail

A young man with short dark hair, wearing a black collared shirt over a white undershirt, stands indoors against a pale wall, looking directly at the camera with a neutral expression.

“I started my career at Ace as a Customer Care Agent, providing technical support to our internal employees as well as assisting our customers and vendors. In my role today, I’m proud to continue to give my all to serve our amazing Customer Care Agents.”

Adrian P., Customer Care Workforce Management Specialist

A woman with long blonde hair smiles at the camera. She is wearing a dark collared shirt and standing in front of a light-colored wall and a framed picture with a dotted red circle.

“Everything we do here at Ace is a collaborative effort. We are always looking for ways to improve our processes, and leaders not only ask your opinions and ideas, but also take action and put those changes into place. It is a joy to work in an environment where you are valued.”

Vickie M., Customer Care Agent, Emery Jensen Distribution

Career
Development

Our winning culture mandates that we invest in people, value learning and remain endlessly curious. As one way we help you excel in your role and beyond, our comprehensive and flexible Ace Academy provides a variety of development resources – from On-Demand E-Learning to Instructor-Led Training.

Here are some more ways we create opportunities for continual learning and growth:

Team
Development

Developing and applying newly-learned behaviors will allow you to reach the highest level of achievement and personal job satisfaction. Research shows that on-the-job experiences and assignments are the best way to maximize professional growth. That’s why we support networking, coaching and formal learning programs, including tuition reimbursement.

Future
Leaders

Future Leaders is a 10-month program designed to identify and develop the next line of leaders before positions become available in order to shorten the time from promotion to fully functioning leader. This will happen through blended learning and development activities that will enhance performance in your current role, while preparing you for leadership responsibilities.

Leadership
Development

Success rests on the foundation of leaders understanding their role in creating a winning culture. Our culture is defined by our vision, mission, values and a strong strategic direction. Through exposure, networking, coaching and mentoring others, leaders can align themselves and the team with the demands of the current role – or develop potential for the next role.

Lead

LEAD is an advanced leadership development program designed to increase the quality and depth of our leadership, accelerating the time it takes for rising leaders to be equipped for future leadership roles. Leaders will participate in assessments, learning and development opportunities, and experiential learning tailored to meet the identified needs of each leader.

Customer Care Hiring Process

Ace’s hiring process is designed to find the right fit for you and your career goals. Here is a helpful look at what you can expect every step of the recruitment process. If you have any questions, please reach out to your Talent Acquisition Partner.

Application

Submit your application and/or resume as the first step to working at Ace! You can view jobs here. You can also text ACE to 30914 and speak with Grace, our recruitment assistant about any questions you may have, search for jobs and schedule your interviews through her (once you are invited to move forward).

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Review

Once your application has been received in Workday, one of our Talent Acquisition Partners will review it. Based on the needs of the department and role you have applied for; a Talent Acquisition Partner may reach out you for a phone interview. If you are not moving forward in our process, you will be notified via Workday.

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Phone Interview

Now is your time to shine! We will reach out to schedule your phone interview with one of our Talent Acquisition Partners. You will be able to pick the date and time that works best for you.

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Interview

Get ready to meet your potential future supervisor or manager! If our team thinks you are a great fit, you will get an invite for an onsite or virtual interview! You will be able to pick the date and time that works best for you. To help you prepare for your interview, please see the “Interview Tips” section below.

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Offer

As soon as all interviews are completed, we will communicate a decision to you as soon as possible. Check in with your Talent Acquisition Partner for specifics on what you can expect. The offer is the best part of the recruitment process! Your Talent Acquisition Partner will walk you through all the details verbally and follow-up via a written offer from Workday. If at any time you have any questions about specifics in your offer, please reach out to your Talent Acquisition Partner directly!

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Pre-Employment

All offers are contingent upon successfully completing a background check and successfully passing a drug screen. Once you have accepted our offer (Congratulations!!), your Talent Acquisition Partner will coordinate and inform you of the next steps in the process before your onboarding steps begin.

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Start Date

Go Time! You made it and we are ready to welcome you to the team! You will be notified by the Human Resources team for 1st day logistics, including your start date and time. The team will also coordinate any new-hire steps you may need to complete prior to your official start date via Workday.

FAQs

Application and Hiring

A member of the Care Center HR/Recruitment team will contact you directly, should you move forward with an interview. The interview may be over phone, video or in-person.

Please email careers@acehardware.com.

Yes, you can apply for more than one job. Though, we recommend you identify the role that best fits your skills and abilities. You can visit our careers home page to match your LinkedIn Profile with our open jobs.

Ace is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation throughout the application process, please let us know.

We encourage you to dress in a manner that is most comfortable for you, while still maintaining professionalism. Dress for your virtual interview just as you would for an in-person interview! Traditional business casual attire is always acceptable.

After you accept our offer, we will initiate a background check. All employment opportunities with Ace are contingent upon successful completion and passing of a background check.

Yes! We offer comprehensive Incentive opportunities, based on role/grade level. If you are hired for an hourly position, there may be an opportunity for you to be eligible for a monthly bonus!

Generous 401(k) retirement savings plan with a fully vested matching contribution 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 and discretionary) for fully eligible employees have averaged 9.6% of total eligible compensation.

Comprehensive health coverage (medical, dental, vision and disability – up to 26 weeks short-term disability and long-term disability) and life insurance benefits for you and your dependents.

21 days of vacation immediately available (prorated in the first year) and up to 6 paid holidays depending on the month of hire. Paid sick time is also available.

Yes, we do provide internal opportunities for growth. Please visit the Career Development tab on our career site for more information.

In order to start the applications process, please start by searching for Ace opportunities by browsing open job list.

After you submit your application, you will get a confirmation email automatically. You can check your application status by logging into Workday. If you have any further questions on the application process, please email fmrecruiting@acehardware.com.

Our hiring process typically varies by the role. We have a three-step process: Review, Interview and Decision. We proceed in our process promptly and the HR/Recruitment Manager can always offer information and updates on the timeline.

Team members that work at Fort Myers Ace Care Center currently work 3 days in office and 2 days at home. During the 90-day training period, work at home generally does not apply yet.

You can view and apply for any positions by logging on to Workday and searching for Internal Job Postings.

The benefits eligibility depends on the position. Please reach out to the HR/Recruitment Manager with any questions.

Interview Tips

Ace uses behavior-based interviewing to measure a candidate’s knowledge and skills for most roles. In this type of interview, the interviewer solicits specific examples of how you acted or responded in a certain situation or how you would handle a similar situation in the future.
Practice describing professional experiences and challenges you have experienced and what actions you took / what the desired results were. Think of any relevant skills, people, processes, timelines, or prior situations that would help you in this role. Consider different metrics and track records that show your past success.
We may also ask hypothetical questions to see how you would react in the future, while behavior questions ask how you dealt with real situations in the past.

If you have any questions about the process or need reasonable accommodation during the interview process, please reach out to your Talent Acquisition Partner.
We invite you to explore the rest of our careers website to learn more about working at Ace Hardware and Ace’s values and culture.
We encourage you to visit your local Ace Hardware store, research our Co-Op business model and the rich history of Ace. Research the company and Talent Acquisition Partner’s, recent articles, social media, etc.
You may want to review the job posting again in more detail to better understand the role.
You may choose to prepare questions about the role or the company.
Some people like to practice their interview experience, by preparing and practicing their answers to questions about their experiences and work history. It’s a good way to recall what you’ve done at school or work, how you’ve previously solved problems or achieved your goals, worked with a team or completed a project. Your experience helps you work through business problems that relate to the role. We also recommend practicing concise and brief answers, aiming for two to three minutes per answer.
We prepared to discuss salary expectations/range (especially during the phone interview with the Talent Acquisition Partner).
Dress for your virtual interview just as you would for an in-person interview! Traditional business casual attire is always acceptable.
If you are scheduled for a virtual interview always try the link sent to you ahead of your interview to assure you have a working camera and microphone and to alleviate any technical issues.
For Onsite Interviews, google directions to our Ft. Myers Office (4700 Terminal Drive, Fort Myers, FL) and follow the interview directions provided in your interview confirmation from your Talent Acquisition Partner. Please note some roles may require you to report to another interview location. Please read your interview confirmation details carefully.
Give yourself enough time to arrive at the interview location. Sometimes, there might be unforeseen traffic or problems that can change the time it takes to get here.
If you arrive early, register in the lobby, use the spare minutes to watch the work environment and culture.

Make sure you have your resume, a notebook, and pen with you for your interview. If this is your last interview, think of any questions you still have that need to be answered.
Keep your answers brief, aim for two-three minutes per answer, and concise.
Mirror your interviewer’s attitude/energy and maintain consistent eye contact. If a group is interviewing you, engage all members when answering questions. Constantly looking down or away from your interviewer gives the impression of a lack of confidence.
If you do not have an immediate answer to an interview question, think quietly for a minute. Try not to use the statements “you know” and “um.”
Ask questions of your own about the career history of the person interviewing you, the company, the processes in the facility, etc. Before concluding the interview, make sure all questions are asked.

Thank your interviewer for their time and confirm the next steps.
If you don’t receive an offer for a role, think about and ask about any other roles where your skills may fit better.

Try to avoid signs of nervousness. Keep your pockets clear of noisy items like keys or change.
Be confident, not focused on rejection.
Never speak negatively about past employers or supervisors.
Admit if there’s something you don’t know.
Don’t underestimate anyone’s influence in the hiring process.
Ensure your phone is off or on silent to avoid interruptions.
Offer a firm handshake, smile, and show genuine enthusiasm.

Your Help is Encouraged,
Appreciated and Celebrated

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