Stanley Acess Technologies Customer Service Representative in Westerville, Ohio
56192BRTitle:Customer Service RepresentativeBusiness:US - GTS - Hand Tools Accessories and Storage (HTAS) State / Country / Province:Ohio Job Description:Mac Tools is a supplier of professional grade automotive tools and tool storage solutions. We operate a 50 seat call center designed to provide service and support our Distributor Network in the US and Canada with answers relating to our product availability, pricing and shipment information. In addition, we support consumers, Government, National Accounts and Vocational Schools. The Customer Service Representative answers inbound calls from this customer group, utilizes our internal knowledge base and internal systems and provides quality information to our callers. Position Status and Pay Info: This is a full time regular (non-contract) position, scheduled for 40 hours a week! Pay rates starting at $14/hour! Essential Job Functions:Answers on average 80 inbound calls per dayUtilizes internal systems such as AS400 / Web / Salesforce to provide service to callersTakes product orders, looks up product information, researches charges and credits to customer accountsOffers products as an addition to our customer’s orders while on the phone as a part of normal phone interactionHandles complaint resolution competently by demonstrating the ability to openly listen, asking questions to clarify requests, relating empathetically and responding in a professional wayQuickly interprets customer, product, and shipment informationDemonstrates strong customer service skills while on the phoneResponsible to continuously improving personal skill sets by gaining knowledge of internal systems and by completing e-learning coursesRepresents Mac Tools in a professional and courteous manner through quality phone conversation and written correspondenceKey Metrics:Call QualityWritten communication qualityAccuracy of work including order input, return input and all correspondence internal and externalPhone productivityAttendanceQuarterly training course completionEssential Skills & Experience:Strong customer service skills including listening, relating, initiative, and focused on providing the customer quality supportSuperior follow-up and cross functional skillsStrong attention to detailAble to adapt and prioritize work to support our customersCompany Information:Stanley Black & Decker offers its employees a competitive salary and a comprehensive benefits plan that includes medical, dental, life, disability, 401k, retirement savings, ESPP, vacation, paid holidays, and more! Only those candidates who are currently eligible to work in the US will be considered for the opportunity. Stanley Black & Decker is proud to be an Equal Opportunity Employer.Requisition Number:56192BRCity:WestervilleEEO Statement:All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.