Description

Why Work at Stafford Communications:

Are you passionate about helping others? Be ready to share your knowledge and provide outstanding assistance! You’re the one who helps customers get the most out of their purchases. The entire Stafford team and our clients benefit from your commitment to providing exceptional experiences for our customers.

Just as important is our commitment to the growth and development of our employees. We are firm believers of promotion from within and many of our managers have started with the company in entry-level positions. And of course, we offer competitive benefits ranging from work-life balance programs to comprehensive medical, dental, vision insurance plans and savings and retirement plans.

We are looking to hire a Customer Service Representative to join our growing team. This position is based in New Providence, NJ and will work remotely.

What You Will Be Responsible for as a Customer Service Representative:

• Answer incoming phone calls, text, chat and respond to written communications. Troubleshoot any issues related to the consumer product.
• Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved.
• Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes.
• Prioritize and handle multiple responsibilities.
• Provide information, support, and guidance to consumers.
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
• Fully, accurately, and immediately document all telephone calls in the appropriate CRM system.
• Use correct grammar and make appropriate word choices in written communication and data capture.
• Complete high-quality work according to specifications, thoroughly following standards, and procedures, and demonstrating attention to detail.
• Listen actively to others and ask appropriate questions for clarification.
• Demonstrate receptiveness to feedback, listen with an open mind and understand differences in communication style adjusting as necessary.
• Maintain workplace harmony, show respect.

We Need People Who Are Great at:

• Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
• Communication, organization, and being a team player.
• Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities.
• Demonstrating a high level of sensitivity, empathy, and patience with each consumer.

Requirements

What You Will Need:

• Bachelor's Degree preferred.
• Interpersonal and relationship management skills.
• Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers.
• Ability to maintain professional behavior in stressful situations.
• Ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information.