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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
Stanley In
