Job Description

Job Description
The Stanley Black & Decker Contact Center Team of the Global Tools & Storage (GTS) Division is growing in dynamic new ways and we recognize that the right people, offering their expertise and ideas, will enable us to continue our success. Stanley Black & Decker is one of the worlds most recognized and trusted brand names. We pride ourselves on providing exceptional customer service.

As the Social Media Representative (SMR), you will have increased responsibilities resolving customer issues (on public sites and in private communications) with excellent negotiation skills, offering alternative solutions with the objectives of retaining customers business. In this position, you will be communicating with customers using web-based tools and demonstrate a broad working knowledge of Stanley Black & Decker products and operations. You may also assist in training new employees in addition to other duties as assigned by the management team.

Major Responsibilities

* Effectively handle all email and online customer inquiries while ensuring customer/consumer satisfaction by supporting Stanley Black & Deckers Key Performance Indicators (KPIs). KPIs measured will include response time, Customer Satisfaction, and quality scores.
* Work with Digital Marketing Team and the Contact Center Leadership Team to create and execute a Social strategy for Customer Service related inquiries and posts.
* Act as a liaison with sales personnel, product managers and marketing to meet and exceed customer expectations.
* Be an involved business partner. Take ownership while exercising good judgment and propensity to effect change.
* Maintain working knowledge of all company products, services, and promotions.
* Operation under Stanley Black & Decker guidelines when resolving issues.
* Travel and attend meetings as required to represent the department and company.

Technical Requirements

* Strong understanding of how to use a variety of social media platforms, tools, and technologies (i.e. blogs, forums, consumer review sites, Twitter, Facebook, Flickr, LinkedIn, YouTube, Pinterest, Foursquare, etc.)
* Proficient in SAP & Salesforce
* Proficient in Microsoft Office; Excel, PowerPoint, Word, etc.
* Experience with Order Management Systems (SAP), preferred

Qualifications

* 2 to 3+ years of customer service experience; call center environment preferred
* High School Diploma or its equivalent required
* Minimum of 12 months in current role (Internal Applicant)
* Employee must not be on a Written Notice disciplinary action level (within the last 6 months - Internal Applicant)
* Gaining or attained working knowledge proficiency in areas of discipline (Internal Applicant)
* TPH (Transactions Per Hour) of 8 or higher (Internal Applicant)
* Quality Scores of 95% or higher (Internal Applicant)

Behavioral & Leadership Skills

* Ability to coach and teach peers
* Maintain and expand knowledge of company products, services, and promotions
* Strong attention to detail
* Strong communication skills
* Patiences and a positive attitude
* Willingness to learn and take initiative
* Exercise good judgment
* Goal and team orientated
* Ability to recognize and adapt to change
* Strong multitasking capabilities with the ability to prioritize high volume calls while maintaining professionalism and courtesy customer interactions

Locations for Contact Center opportunities:

1. East Longmeadow, MA
2. Sedalia, MO
3. Southington, CT
4. Jackson, TN
5. Fontana, CA
6. Towson, MD

Stanley Black & Decker is one of the world's largest, fastest growing and most dynamic companies. SBD, a Fortune 200 company is a world-leading provider of tools and storage, commercial electronic security and engineered fastening systems, with unique growth platforms and a track record of sustained profitable growth.

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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, veterans status or any other protected characteristic.