Role Description

As a Customer Service Representative you’ll be part of our Mac Tool team working as a remote employee. You’ll get to:

• Answer on average 80 inbound calls per day
• Utilize internal systems such as AS400 / Web / Salesforce to provide service to callers
• Take product orders, look up product information, research charges and credits to customer accounts
• Offer products as an addition to our customer’s orders while on the phone as a part of normal phone interaction
• Handle complaint resolution competently by demonstrating the ability to openly listen, asking questions to clarify requests, relating empathetically and responding in a professional way
• Quickly interpret customer, product, and shipment information
• Demonstrate strong customer service skills while on the phone
• Continuously improve personal skill sets by gaining knowledge of internal systems and by completing e-learning courses
• Represent Mac Tools in a professional and courteous manner through quality phone conversation and written correspondence

Qualifications

• Strong customer service skills including listening, relating, initiative, and focused on providing the customer quality support
• Superior follow-up and cross functional skills
• Strong attention to detail
• Able to adapt and prioritize work to support our customers

Requirements

• Key Metrics: Call Quality, Written communication quality, Accuracy of work including order input, return input and all correspondence internal and external, Phone productivity, Attendance, Quarterly training course completion

Benefits

• Competitive salary
• Medical, dental, life, vision, wellness program, disability
• 401(k), Employee Stock Purchase Plan
• Paid time off and tuition reimbursement
• Discounts on Stanley Black & Decker tools and other partner programs