Customer Service Representative - Audiology

Description

At Stafford we believe it is rewarding to help make a positive impact on someone’s daily life. For example, by helping someone be able to hear an incoming call from their loved one or watch their favorite television show with a simple hearing solution. When a customer needs help, you will be fully capable of assessing their situation and providing the service needed. You will even be able to provide training for customers to acquire basic skills in the technical aspects of hearing devices.

Be ready to share your knowledge and provide outstanding assistance! You’re the one who helps customers get the most out of their purchases. The entire Stafford team and our clients benefit from your commitment to providing exceptional experiences for our customers.

Stafford Communications is uniquely different. Stafford Communications specializes in customer service in support of many prestigious brands in in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies – ensuring their customer service initiatives are aligned to their marketing programs. We support a remote representative workforce. Do you love how it feels to help others? Come Join us!

KEY RESPONSIBILITIES:

· Answer incoming phone calls, and respond to written communication

· Provide product information and make recommendations based on consumer’s needs

· Answer basic questions regarding hearing aid device and connectivity products

· Enter notes for each consumer interaction into contact management software

· Collect and relay possible trends, problems, and suggestions for improvement to department manager

· 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

Shifts Available:

Monday through Friday: 8:30am – 4:30pm EST

Monday through Friday: 11:30am – 8pm EST

Requirements

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 a professional demeanor in stressful situations

· Experience with Bluetooth and mobile devices is a plus

· Ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information

EDUCATION and/or EXPERIENCE:

· Strong computer experience working on multiple software programs

· Consultative customer service skills: ability to analyze a customer’s situation and present a solution

· Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment

· Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat)

· Must be authorized to work in the US without sponsorship