Stafford Communications Group

Customer Support

• 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 according to established Standard Operating Procedures
• 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 customer service expectations
• Document customer interactions, inquiries, complaints, and resolutions in CRM systems
• Follow SOPs, work instructions, and escalation procedures
• Maintain accurate customer complaint records and ensure timely escalation
• Participate in ongoing training and process updates

Customer Service Representative

• Provide professional and empathetic customer support through inbound and outbound phone calls and email
• Assist customers with product questions, troubleshooting, device support, and other inquiries using approved resources and procedures
• Communicate with patients, healthcare professionals, clinical offices, and other customers
• Document customer interactions, actions, and outcomes in the appropriate CRM or ticketing system
• Follow SOPs, quality procedures, client guidelines, and escalation protocols
• Escalate product complaints, potential adverse events, safety concerns, and quality-related issues
• Protect confidential customer and patient information
• Manage multiple customer cases and priorities while maintaining accuracy and attention to detail
• Work Monday to Friday from 7:00 a.m. to 3:00 p.m. EST

Customer Service Representative – Medical Devices

Representative

• Answer incoming phone calls, texts, chats, and written communications
• Troubleshoot issues related to consumer products
• Identify and analyze consumer concerns and take or recommend appropriate actions
• Formulate alternative solutions and follow up to ensure problems are resolved
• Complete assignments thoroughly, accurately, and in a timely manner
• Prioritize and handle multiple responsibilities
• Provide information, support, and guidance to consumers
• Handle quality complaints, adverse events, and claims according to Standard Operating Procedures
• Document all telephone calls accurately and immediately in the appropriate CRM system
• Use correct grammar and appropriate word choices in written communication and data capture
• Complete high-quality work according to specifications, standards, and procedures
• Listen actively and ask appropriate clarification questions
• Receive feedback openly and adjust to different communication styles

Customer Service Representative

Customer Service Representative – Medical Devices

Consumer Care Representative