Customer Service Representative

About the role:

The Customer Service Representative is responsible for solving customer’s questions and complaints related to our tools, striving to achieve customer satisfaction.

By identifying customer needs, displaying empathy, and using active listening, the representative will be empowered to make decisions and find the best suitable resolution for the customer while working in a collaborative environment where they can gain knowledge and enhance soft skills by receiving support and supporting others.

Specific Responsibilities:

+ Effectively and professionally handles all customer inquiries - calls, email, chat, to ensure satisfaction, while supporting Stanley Black & Decker’s Key Performance Indicators (KPIs).
+ KPIs measured will include TPH, AHT, CSAT, MOD (moments of delight), NPS, and other team goals set by the organization.
+ Acts as a liaison with FSCs and other departments as needed to advocate for the customer.
+ Updates custo...