Remote Customer Service Representative – 2nd Shift | arenaflex Mac Tools Virtual Support Team

Build a Career with Purpose at arenaflex

At arenaflex, we believe greatness begins with people. It takes passionate, driven, and caring individuals to create meaningful change—and that belief has powered our growth into a global community of more than 50,000 high-performing professionals. Our people don't just build products; they build futures, strengthen communities, and shape the experience of millions of customers worldwide. If you are someone who brings purpose to your work, pursues excellence with energy, and thrives in a culture that values innovation and inclusion, you've just found your next home.

Our portfolio includes some of the most recognized and trusted brands on the planet, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®. Every day, our team members contribute to products and services that empower makers, doers, protectors, and everyday heroes across the globe. When you join arenaflex, you become part of a legacy that has been evolving and leading for more than 175 years—yet remains as bold, dynamic, and forward-looking as the technology we create.

We are currently hiring a Remote Customer Service Representative – 2nd Shift to join our Mac Tool team. This is a fully virtual opportunity for individuals who take pride in delivering exceptional customer experiences, solving meaningful problems, and representing one of the most respected names in professional tools.

The Opportunity

As a 2nd Shift Customer Service Representative at arenaflex, you will serve as a vital connection between our customers and our brand. Operating from your home office, you will handle inbound customer inquiries across phone, email, and text channels, delivering accurate, timely, and empathetic service. Whether you're helping a professional tradesperson track a shipment, resolve a product concern, or understand a warranty option, you will play an essential role in reinforcing the trust customers place in arenaflex every single day.

This role is ideal for self-motivated professionals who enjoy working independently, love variety in their day, and take genuine satisfaction in turning a frustrated caller into a loyal advocate for our brand.

Key Responsibilities

• Customer Inquiry Resolution: Respond promptly and professionally to inbound customer calls, emails, and text messages, providing accurate information and effective solutions for a wide variety of requests.
• System Navigation: Utilize internal platforms including AS400, SAP, web-based tools, and Salesforce.com to access customer accounts, product data, and shipment details to serve each caller efficiently.
• Complaint Resolution: Handle concerns with confidence, empathy, and professionalism—actively listening, asking clarifying questions, and ensuring customers feel heard and valued throughout the interaction.
• Information Interpretation: Quickly analyze customer, product, and shipping information to deliver well-informed responses and make smart decisions in fast-paced situations.
• Coaching and Continuous Improvement: Embrace performance feedback, apply it consistently, and work collaboratively with team leaders to meet and exceed individual and team goals.
• Brand Representation: Serve as a polished, courteous ambassador for Mac Tools and the arenaflex family of brands, reflecting our values in every conversation and written response.
• Schedule: Monday through Thursday, 12:30 PM EST to 9:00 PM EST, and Friday, 9:30 AM EST to 6:00 PM EST.

The Person We're Looking For

You are someone who loves to learn, enjoys being recognized for meaningful contributions, and isn't afraid of innovation. You want to do your job well—and do some good in the world while you're at it. You bring curiosity, empathy, and a solutions-first mindset to every interaction. You also have:

• Strong Customer Service Foundation: Excellent verbal communication, active listening skills, relationship-building instincts, and the initiative to go the extra mile for customers.
• Attention to Detail: A sharp eye for accuracy paired with strong follow-up habits and the ability to coordinate across multiple functions and systems.
• Reliable Attendance: Consistent, punctual presence—because your team and your customers count on you.
• Adaptability: The flexibility to shift priorities, manage competing demands, and remain focused in a dynamic, customer-driven environment.
• Growth Mindset: A genuine eagerness to learn new tools, systems, and techniques that elevate the level of service you provide.

Preferred Qualifications

While prior customer service experience is valuable, we are committed to investing in individuals who bring the right attitude, character, and drive. Experience in remote work, contact center environments, retail sales, or the tools and hardware industry is a plus, but not required. Familiarity with CRM systems like Salesforce.com or ERP systems such as AS400 and SAP will help you ramp up quickly, but full training will be provided.

Skills and Competencies for Success

To thrive in this role, you will draw on a blend of technical and interpersonal skills, including:

• Professional phone presence and written communication skills
• Empathy, patience, and emotional intelligence
• Problem-solving and critical-thinking abilities
• Comfort with technology and digital tools
• Time management and self-discipline in a remote setting
• Cross-functional collaboration and a team-player attitude

Career Growth and Development at arenaflex

At arenaflex, career paths are anything but linear. With more than 20 brands in our global portfolio, you will find countless opportunities to grow, pivot, and explore new directions. Whether you aspire to move into team leadership, quality assurance, training, operations, or any number of specialized roles, we will support your journey with structured development pathways and hands-on mentorship.

Our lifelong learning philosophy ensures you will have access to a robust suite of development resources, including our internal Lean Academy, Coursera® partnerships, and an online university featuring certificates and specializations from accredited institutions. We believe in investing in our people, because your growth is our growth.

Work Environment and Company Culture

arenaflex is more than a workplace—it's a community built on mutual respect, collaboration, and an unwavering commitment to diversity, equity, and inclusion. We know that the best work happens when people feel valued, safe, and empowered to be their authentic selves. Our culture celebrates individuality, encourages open dialogue, and embraces the unique perspectives that fuel innovation.

You'll be part of a tight-knit virtual team that supports one another, shares best practices, and celebrates wins together. Even though we operate remotely, the connection, camaraderie, and sense of belonging run deep. We also like to have fun—expect team challenges, recognition moments, and plenty of opportunities to build relationships with colleagues across the organization.

Compensation, Benefits, and Perks

arenaflex offers a competitive salary and a comprehensive benefits package designed to support your well-being, your family, and your future. Our offerings include:

• Medical, dental, vision, and life insurance
• Wellness programs to support your physical and mental health
• Short- and long-term disability coverage
• 401(k) retirement plan with company match
• Employee Stock Purchase Plan
• Generous paid time off, including vacation, holidays, and personal days
• Tuition reimbursement for continuing education
• Exclusive discounts on arenaflex tools and products
• Discount programs with a wide network of partner vendors

Our Commitment to You

arenaflex is proud to be an equal opportunity employer. We are committed to creating a workplace where every team member feels respected, supported, and empowered to succeed. All qualified applicants 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 the application process or to perform the essential functions of this role, please reach out to our accommodations team. We are here to help.

Join Us and Build What's Next

This is more than a job—it's a chance to be part of something bigger. As a Customer Service Representative on our Mac Tool team, you will not only build your own career—you will help shape the experience of professionals who rely on our tools to do their life's work. You'll take pride in knowing that every conversation you have contributes to the success of a company committed to innovation, quality, and making a positive impact on the world.

If you're ready to bring your skills, your energy, and your passion for service to a team that values them, we want to hear from you. Take the next step in your career and join arenaflex—where we don't just build the world, we build innovators, leaders, and changemakers. Apply today and let's build something extraordinary together.