Stafford Communications Group

• Respond to customer inquiries related to accessibility and disability accommodations • Coordinate services such as interpreters (ASL or language access) • Assist customers experiencing accessibility barriers with products, services, websites, or facilities • Educate customers on available accessibility options and services

• 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.

• 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.

• 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. • Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.

• 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.

• 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

• 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.

• 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.

• 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

• 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.