LIVE CHAT
Position Summary:
The Digital Response Advocate will work directly with customers through computer based web systems. They will provide accurate, technical guidance, sales, order completion, products/parts and information look-up, and website navigation in real-time by managing multiple websites and system applications.
Duties and Responsibilities:
Deliver excellent customer service while managing multiple chat sessions simultaneously.Provide accurate responses to questions regarding assembly, operation and maintenance of outdoor power equipment.Utilize electronic parts look-up systems to assist customers in locating the correct part.Use up-sell and cross-sell techniques to assist in closing sales.Manage customer inquiries by inserting supportive links, such as videos & other website pages, as well as standard text responses.Assist customers with online purchases, order look up, and credits and returns.Guide customers to appropriate self-help solutions.Provide responses for retailer online forum Q&A and product reviews.Active participation in Continuous Improvement and effective use of problem solving tools.Meet all quality metrics and provide areas of training opportunities to decrease transfers to other departments.Assist in the development of additional communication channel flows for all customer types that will enter into the CRM experiences. (ie. chat, email, text, chatter and other forms of non-verbal communication). Assist in responding to questions and comments within our Social Media platform.Specialized Knowledge/Skills
Self-motivated customer service driven with a strong work ethic and the ability to work with minimal supervision.Proper use of professional business grammar and punctuation as well as excellent keyboard and typing skills.Ability to multitask in a fast paced environment.Advanced familiarity with electronic media and its applications.Ability to read and interpret documents such as owner’s manuals for operation, assembly, and basic safety procedures associated with SBD’s various outdoor power equipment products.Intermediate to advanced computer knowledge.Strong problem solving capabilities and time management.Excellent customer service skills (Including but not limited to: friendly, courteous, and helpful)Experience/Educational Requirements:
Must have a high school diploma or GED. Associate or Bachelor’s degree is a plus.Licenses or Certifications:
Must successfully complete SBD basic technical, customer service and sales training.Work Environment:
This is currently a remote work from home position. Must be willing to come into the office upon request.We Don’t Just Build The World, We Build Innovative Technology Too.
Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.
Who We Are
We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.
Benefits & Perks
You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.
What You’ll Also Get
Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.
Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).
Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.
Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.
EEO 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.
If you require reasonable accommodation to complete an application or access our website, please contact us at (860) 827-3923 or at accommodations@sbdinc.com. Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.
Know Your Rights: Workplace discrimination is illegal (eeoc.gov)