Title: Customer Service Representative
Reports To: Service Operations Manager
FLSA Status: Non-Exempt
Potential Next Step: Customer Service Coordinator
The successful candidate for the Customer Service Representative will be able to provide professional service and support for our Product Services Division customers by handling all clerical duties in the service center as well as customer orders and point-of-sales.
Able to work Monday through Friday fulltime with additional hours as needed to meet customer demands
Possess a high school diploma or GED equivalent;
Must be able to perform simple mathematical calculations
Operate with a high degree of integrity and accountability
Be dependable, reliable and need minimal supervision;
Ability to demonstrate superior customer service and salesmanship;
Excellent skills in Microsoft applications; Excel, Power Point, Word, Outlook;
Bilingual fluency in both English and Spanish is a plus for this position.
Maintain appropriate conduct in and out of the service center environment when representing Stanley Black & Decker;
Adhere to the company's service policies at all times;
Ability to read and comprehend operations system procedures and computer reports;
Able to learn our products, their applications, care and proper maintenance as well as become well versed in our discounts, pricing policies, product prices and product programs.
Handles pricing, identifying all items as a catalog number and description, verifies quantity, and extending all items on customer orders;
Attracts potential customers by answering product and service questions; drives incremental sales and suggests other products and services;
Conducts customer sales and service both at the counter and via phone;
Services customers on product application, features, benefits and proper handling and maintenance. Also responsible for making sales of services, programs and products to customers.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Safe Work Practices:
Utilizes the POS terminal to process all sale and non-sale transactions;
Maintains financial accounts by processing customer adjustments within PSD compliance guidelines.
Prepares product or service reports by collecting and analyzing customer information.
Scheduling repairs and contacting customers upon completion;
Misc. tasks as assigned;
Stanley Black And Decker