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Description:
Why Work at Stafford Communications:
Stafford Communications is uniquely different. We are a place for people who love to help people. We provide customer service to some the nation’s most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their customers with exceptional experiences.
Why Work at Stafford Communications:
Stafford Communications is uniquely different. We are a place for people who love to help people. We provide customer service to some the nation’s most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their customers with exceptional experiences.
Our job is to make a positive impact in a customer’s life, at every single opportunity. We have a passion for the products we support. We are committed to quality customer service, superior account management and continual improvement.
Just as important is our commitment to the growth and development of our employees. We are firm believers of promoting from within and many of our managers started with the company in entry-level positions. And of course, we offer competitive benefits ranging from work-life balance programs to comprehensive medical, dental, vision insurance plans and savings and retirement plans.
We are looking to add an Account Manager to join our growing team. This position is based will work from home and travel to headquarters in New Providence, NJ as needed.
Summary:
As the primary point of contact for the client, the Account Manager is responsible for managing the day-to-day operations including strategic planning, process creation, and adherence to service delivery.
What You Will Be Responsible For:
Develop and deliver a best-in-class experience that exceeds the expectations of our clients and their customers
Act as the primary point of contact for client interactions and ensure program objectives are met
Oversee customer service team to ensure program goals are met. Manage their performance by setting expectations, providing feedback, coaching, and delegating.
Provide consultative support to the client, including writing and documentation, program ideas and value-added initiatives
Provide meaningful, actionable program specific reporting and analysis
Hold regular calibration sessions with client to ensure continual improvement of the customer interaction
Requirements:
What You Will Need:
Bachelor’s Degree preferred in business or related degree
Minimum of 8 years call center or customer service management experience, preferably in the consumer-package goods or healthcare industries handling client and/or vendor relationships
Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
Experience utilizing ACD software, CRM systems software and reporting, text, chat and email
Proficient in Microsoft Office including Word, Excel, Outlook, PowerPoint
Demonstrated ability providing technical support and troubleshooting via multiple channels
Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat)
