Customer Service Representative, CPG Account

Job not on LinkedIn

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $17 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Provide professional and timely customer service through phone calls, email, webforms, and other communication channels • Respond to consumer inquiries, complaints, compliments, and product-related questions • Support healthcare professionals with inquiries, complaints, order management, and general customer service needs • Escalate complex inquiries and complaints to appropriate internal contacts according to established SOPs • Deliver a positive customer experience while maintaining professionalism, empathy, and accuracy • Provide direct-to-consumer support, including order placement, order status inquiries, and e-commerce assistance using Shopify • Assist with business-to-business, wholesale, and e-retail customer support • Coordinate order-related inquiries and fulfillment requests • Process and coordinate follow-up fulfillment requests, including product retrieval kits, coupons, customer correspondence, compensation, and digital reimbursements • Monitor and respond to customer inquiries and feedback across social media platforms • Monitor and manage customer ratings and reviews using Bazaarvoice or other designated platforms • Ensure customer-facing responses align with brand standards and service expectations • Document customer interactions, inquiries, complaints, and resolutions in CRM systems • Follow SOPs, work instructions, and escalation procedures • Maintain accurate complaint records and timely escalation • Participate in ongoing training and process updates

🎯 Requirements

• Previous experience in customer service, contact center operations, or a related field preferred • Strong verbal and written communication skills • Ability to manage multiple customer interactions and prioritize tasks effectively • Ability to thrive in a fast-paced environment while maintaining a high quality of work and a minimum 97% audit score • Experience with Shopify, CRM platforms, or e-commerce customer support preferred • Familiarity with social media customer engagement and ratings and reviews platforms is a plus • Strong problem-solving skills with excellent attention to detail • Ability to work independently and collaboratively in a fast-paced environment • Comfortable learning new systems, processes, and product information • Experience supporting healthcare professionals, medical devices, or regulated products is a plus • Must work remotely on a shift schedule of 8:00 AM–5:00 PM ET, Monday–Friday