Customer Service Representative- Audiology - Jobs in Rothesay, NB

Job Description

Stafford Communications is uniquely different. We provide Call Centre, Consulting and Marketing Services to our clients. We handle customer contacts on behalf of some of the nation’s most prominent brands from our business service centre. Our business model features a robust quality and compliance consulting practice that helps companies optimize their own internal call centre operations. As experts in regulated industries, we assist pharmaceutical, medical device, healthcare, food and beverage, packaged goods and beauty care companies in building brand loyalty by providing their clients with exceptional customer service experiences. We offer a comprehensive and competitive benefits package to assist employees and their families to be healthy and maintain work/life balance. We provide eligible employees the option to enroll in our health and dental benefits after 30 days of employment.We support a remote representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy including having a private workspace and a minimum level of 100 MBPS (megabits per second) internet download speed. Come Join us!SUMMARY: The Customer Service Representative will provide front-line phone and email support to consumers for hearing instruments, connectivity devices, appointment making and general support. The ideal candidate will possess strong multi-tasking skills while working on several programs simultaneously and ensuring client contractual agreements are met. Our contact center provides extraordinary service and the Representative must be energetic, friendly, skilled and committed.Shifts Available:Mon, Tue & Fri: 12PM – 8pm, Wed & Thu: 1PM – 9PM ATMon - Wed & Fri: 12PM – 9PM, Sat: 12PM – 4PM ATMon - Tue & Thu - Fri: 12PM – 9PM, Sat: 12PM – 4PM ATKEY 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) toolsRequirementsQUALIFICATIONS: · 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 informationEDUCATION and/or EXPERIENCE: · Post secondary education preferred with minimum of 1 year customer service 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 a New Brunswick resident and be authorized to work in Canada without sponsorshipJob Types: Full-time, PermanentBenefits:

• Casual dress
• Dental care
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Holidays
• Weekend availability

Education:

• Secondary School (preferred)

Experience:

• customer service: 1 year (preferred)

Work remotely:

• Yes

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