Experienced Virtual Customer Service Representative - 2nd Shift - Mac Tools Team

Join Our Team of Innovators and Change-Makers At Stanley Black & Decker, we're not just building tools and equipment; we're empowering makers, doers, protectors, and everyday heroes all over the world. We're a global leader in the industry, with a rich history dating back to 1843, and a diverse portfolio of brands that include DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®. Our team of over 58,000 professionals across 60 countries is passionate about innovation, customer satisfaction, and making a positive impact on the world. The Role: Virtual Customer Service Representative - 2nd Shift We're seeking an experienced Customer Service Representative to join our Mac Tools team as a virtual employee on the 2nd shift. As a key member of our customer service team, you'll be responsible for providing top-notch service to our customers via inbound calls, emails, and texts. You'll be the face of Mac Tools, representing our brand with professionalism and courtesy, and ensuring that our customers receive the support they need to succeed. Key Responsibilities: Respond to customer inquiries via phone, email, and text, providing timely and effective resolutions to their questions and concerns. Utilize internal systems such as AS400 / SAP / Web / Salesforce.com to access customer information, process requests, and provide service to callers. Handle complaint resolutions competently by listening actively, asking clarifying questions, empathizing with customers, and responding professionally. Interpret customer, product, and shipment information quickly and accurately to provide effective solutions. Accept and implement coaching feedback to achieve individual and team performance goals, and continually improve your skills and knowledge. Represent Mac Tools professionally and courteously through quality phone conversations and written correspondence. Schedule: Monday - Thursday: 12:30 pm EST - 9 pm EST Friday: 9:30 am EST - 6 pm EST The Ideal Candidate We're looking for someone who is passionate about delivering exceptional customer service, and has a strong track record of success in a similar role. You should be a self-motivated and organized individual with excellent communication and problem-solving skills. If you're a team player who is comfortable working in a fast-paced, dynamic environment, and is eager to learn and grow with our company, we'd love to hear from you. Essential Qualifications: Strong customer service skills, including verbal communication, listening, relating, and initiative. Superior follow-up and cross-functional skills, with strong attention to detail. Regular, consistent, and punctual attendance. Ability to adapt and prioritize work to support our customers. Ability to learn new skill sets to advance the level of service provided. Preferred Qualifications: Previous experience in a customer service role, preferably in a virtual or call center environment. Familiarity with CRM software and other customer service tools. Strong analytical and problem-solving skills. Ability to work independently and as part of a team. What We Offer At Stanley Black & Decker, we're committed to providing our employees with a comprehensive benefits package and a supportive work environment that fosters growth and development. As a member of our team, you'll receive: A competitive salary and benefits plan, including 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 products, as well as discount programs for many other vendors and partners. Opportunities for career growth and development across multiple career paths. Access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university. A diverse and inclusive culture that values and celebrates differences. A purpose-driven work environment that makes a positive impact on the world. Career Growth and Development At Stanley Black & Decker, we're committed to helping our employees grow and develop their skills and careers. As a member of our team, you'll have access to a range of career development opportunities, including: Training and development programs to enhance your skills and knowledge. Mentorship and coaching from experienced professionals. Opportunities for career advancement across multiple career paths. A global company with 60+ brands, providing a wide range of career opportunities. Our Culture At Stanley Black & Decker, we're proud of our culture and the values that drive us. We're committed to being an awesome place to work, where our employees can thrive and make a positive impact. Our culture is built on: Mutual respect and appreciation for diversity, equity, and inclusion. A passion for innovation and customer satisfaction. A commitment to making a positive impact on the world. A fun and collaborative work environment. Why Join Us? If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we want to hear from you. As a member of our team, you'll be part of a dynamic and innovative company that is shaping the future of the industry. You'll have the opportunity to work with a talented team of professionals, develop your skills and career, and make a positive impact on the world. Join us today and take the first step towards a rewarding and challenging career with Stanley Black & Decker. Equal Employment Opportunity: 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. If you require reasonable accommodation to complete an application or access our website, please contact us at (860) 827-3923 or at [email protected]. Apply for this job