Stafford Communications Group

Customer Support

• Answer incoming phone calls, live chats, and respond to written communication
• Troubleshoot any issues related to the consumer product
• Assist consumers with order inquiries, product information, and shipping updates
• Process refunds and replacements accurately and efficiently
• 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
• Deliver a high-quality, empathetic customer experience across all channels
• Manage multiple systems and tasks simultaneously in a fast-paced environment
• Continually maintain working knowledge of all company products, services, and promotions
• Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards

Customer Care Specialist, Bilingual German/English

• Answer incoming phone calls, texts, chats 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, 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.

Customer Service Representative

Social Media Manager

• Monitor and respond to customer inquiries, complaints, comments, and messages across multiple social media platforms using community management tools.
• Review and moderate social media posts, ensuring accuracy and removing inappropriate or off-brand material.
• Deliver high-quality, empathetic service, by professionally handling sensitive situations and diffusing upset customers.
• Communicate using the client’s brand voice and tone across all interactions.
• Create, follow up on, and escalate cases in the system as needed.
• Maintain strong product knowledge to provide accurate and helpful responses to customers.
• Demonstrate strong written communication by using correct grammar and word choices.
• Complete high-quality, detail-oriented work by following established SOPs.
• Manage incoming calls related to social media inquiries and support the broader customer service phone lines during high-volume or event-driven periods.
• Accept and apply feedback with a willingness to adapt communication styles as appropriate.

Social Media Agent

• Partner with internal and external stakeholders to provide general CRM system support and guidance
• Create tickets in the client’s CRM for internal and external stakeholders to report and resolve issues
• Submit CRM user access, including licenses and de-activation requests
• Run daily fulfillment reporting including reviewing fulfillment requests, such as check approvals and handling exceptions
• Create and update email and letter templates for agents
• Tag and un-tag cases for legal purposes, as needed
• Support the client with system testing, creating test scenarios, and troubleshooting and report on results
• Troubleshoot common CRM system issues for agents and escalate to proper stakeholders as necessary
• Collaborate with client and management to ensure the agent knowledgebase is up to date
• Proactively monitor team performance through the creation and ongoing maintenance of reports and dashboards in consultation with management

Customer Care Specialist, Bilingual German/English

Customer Service Representative

Social Media Agent

CRM Support Specialist