Stafford Communications Group

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

Customer Support

• 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

Social Media Agent

CRM Support Specialist