Consumer Care Representative

Stafford Communications Group

. Answer incoming phone calls, texts, chats, and written communications .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong verbal and written communication skills, active listening, and problem-solving abilities while effectively managing consumer concerns and maintaining professionalism in high-pressure situations. Proficient in using CRM and ACD systems to document interactions and support consumer needs.

Highest-signal resume keywords

CRM Software ProficiencyACD Systems ExperienceActive Listening SkillsProblem-Solving SkillsInterpersonal Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

CRM SoftwareACD SystemsProblem-SolvingData CaptureQuality Complaint Handling

Soft Skills

Interpersonal SkillsActive ListeningEmpathyProfessionalismTeamwork

Tools & Technologies

SalesforceAmazon ConnectGenesysEmail SystemsWeb Browser Systems

Industry Keywords

Standard Operating ProceduresConsumer SupportQuality ComplaintsAdverse EventsCommunication Styles

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Interpersonal and relationship management skills
Strong verbal and written communication skills
Active listening and reflection skills
Problem-solving and difficult-caller de-escalation skills
Ability to maintain professional behavior in stressful situations
Ability to navigate multiple computer screens simultaneously
Experience or ability to use CRM software such as Salesforce
Experience or ability to use ACD systems such as Amazon Connect and Genesys
Ability to use email and web browser systems
Ability to work collaboratively while handling multiple projects on various timelines in a fast-paced environment
Excellent organization and teamwork skills
Excellent interpersonal skills and ability to work with staff from diverse backgrounds and perspectives
High sensitivity, empathy, and patience with consumers

Benefits

Comp & perks

Equal Opportunity/Affirmative Action employer
Remote work arrangement