Customer Service Representative

Stanley Black And Decker Columbus , OH 43216

Posted 3 weeks ago

Job Description:

Starting Pay: $17.00/hour + opportunities for career advancement

Shift: 12:30p - 9:00p

Mac Tools is a supplier of professional grade automotive tools and storage solutions to our independent mobile Distributors who service professional automotive technicians. We operate a 50 seat on site call center designed to provide service and support to our Distributor's in the US and Canada with answers relating to our product availability, pricing and shipment information. The Customer Service Representative position is a very important part of our family that supports our Distributors as business owners. They build sustainable relationships by providing accurate information in a timely manner.

Working in a collaborative and interactive environment, you will have a chance to work with people of all walks of life and no two days or calls will be the same. As you continue to grow and challenge yourself, you will have the ability to increase job responsibilities and earn a greater salary by learning advanced skills. The Customer Service Representative utilizes the learned skills to multitask between multiple tools and systems and apply this information and knowledge to customer service situations.

The Mac Tools Call Center also supports Consumer Technicians, Government & National Accounts and Vocational Schools across the United States and Canada.

This position offers career advancement opportunities within 6-months of employment.

Essential Job Functions:

  • Provides resolutions to our customers questions by answering inbound calls, emails and Texts.

  • Utilizes internal systems such as AS400 / SAP / Web / Salesforce.com to provide service to callers

  • Handles complaint resolution competently by demonstrating the ability to openly listen, asking questions to clarify requests, relating empathetically and responding in a professional way

  • Quickly interprets customer, product, and shipment information

  • Able to accept and implement coaching feedback to achieve individual and team performance goals

  • Responsible to continuously improving personal skill sets by gaining knowledge of internal systems and processes and by completing e-learning courses

  • Represents Mac Tools in a professional and courteous manner through quality phone conversation and written correspondence

Key Metrics:

  • Call & Written communication Quality

  • Phone productivity

  • Attendance

  • Quarterly training course completion

Essential Skills & Experience:

  • Strong customer service skills including verbal communication, listening, relating and initiative

  • Superior follow-up and cross functional skills & strong attention to detail

  • Regular, consistent and punctual attendance

  • Able to adapt and prioritize work to support our customers

  • Able to learn new Skill Sets to advance the level of service provided

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