Customer Service Representative – Consumer Products

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🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Stafford Communications Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Stafford Communications is a division of Premier BPO that specializes in providing comprehensive call center outsourcing services, consulting, and compliance for regulated industries. With nearly 25 years of experience, the company serves a diverse range of sectors, including healthcare, pharmaceuticals, beauty, and food products. Stafford Communications focuses on optimizing customer service initiatives and ensuring they are aligned with marketing programs. The company offers state-of-the-art technology and expert teams to improve customer experiences and streamline call center processes globally from its offices in the USA and Canada.

📋 Description

• Answer incoming phone calls, texts, chats, and written communications • Troubleshoot issues related to consumer products • Identify and analyze consumer concerns, recommend appropriate actions, formulate alternative solutions, and follow up to ensure resolution • Complete assignments thoroughly, accurately, and on time • Prioritize and handle multiple responsibilities • Provide information, support, and guidance to consumers • Handle quality complaints, adverse events, and claims according to Standard Operating Procedures • Document all telephone calls accurately and immediately in the appropriate CRM system • Use correct grammar and appropriate word choices in written communications and data capture • Complete high-quality work according to specifications, standards, and procedures • Listen actively and ask clarifying questions • Adjust communication style based on feedback and differences in communication styles

🎯 Requirements

• Interpersonal and relationship management skills • Strong verbal and written communication skills • Active listening and reflection skills for information gathering, problem solving, and diffusing difficult callers • Ability to maintain professional behavior in stressful situations • Ability to navigate multiple computer screens while actively listening and entering customer information • Experience or ability with CRM software such as Salesforce • Experience or ability with ACD systems such as Amazon Connect and Genesys • Ability to use email and web browser systems • Ability to work collaboratively and effectively on multiple projects in a fast-paced environment • Strong organization and teamwork skills • Excellent interpersonal skills and ability to work with staff from diverse backgrounds and perspectives • Sensitivity, empathy, and patience with consumers