Stafford Communications is uniquely different. We provide Call Center, Consulting and Marketing Services to our clients. We handle customer contacts on behalf of some the nation’s most prominent brands from our call centers in New Jersey and Canada. Our business model features a robust quality and compliance consulting practice that helps companies optimize their own internal call center operations. As experts in regulated industries, we help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their customers with exceptional experiences.

We support a remote representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy including having a private workspace and a minimum level of 100 MBPS (megabits per second) internet download speed. Come Join us!

SUMMARY: The Customer Service Representative is responsible for responding to complex consumer inquiries via phone, email and social media. The ideal candidate will possess strong multi-tasking skills while working on several programs simultaneously and ensuring client contractual agreements are met. Our contact center provides extraordinary service and the Representative must be energetic, friendly, skilled and committed. Several opportunities are available for full time and part time shifts. Customer Service Reps may work remotely with equipment supplied provided required minimum internet service is validated.

KEY RESPONSIBILITIES:

• Answer incoming phone calls, and respond to written communication
• Provide product information and make recommendations based on consumer’s needs
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette
• Continually maintain working knowledge of all company products, services, and promotions
• Log customer and contact information using various Client Relationship Management (CRM) tools

Hours of Operation: Generally, we provide support to our clients during regular business hours; some clients require evenings and weekend coverage. Part time roles are available. Customer Service Reps work remotely with equipment supplied provided required minimum internet service is validated.

QUALIFICATIONS:

• An outgoing personality, with excellent interpersonal and relationship management skills
• Excellent verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers. Must be able 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