Customer Care Representative - Cardio Partners - Remote

Sarnova

1d•Remote

About The Position

Cardio Partners, a division of Sarnova, is a national leader in emergency prevention and an ardent advocate in the fight against Sudden Cardiac Arrest (SCA). Cardio Partners offers complete cardiac solutions to our customers including equipment, consultation, end-to-end training, and program management. As an authorized master distributor of all FDA-approved defibrillator devices, the company provides customers the best-in-class value for new and recertified equipment. Customers’ emergency preparedness needs are met via Cardio Partners’ nationwide CPR training courses and state-of-the-art program management services. The Customer Care Representative is primarily responsible for answering in-bound calls from customers wishing to place orders, inquire about an order, or resolve an issue. This position requires an individual who demonstrates care and empathy, a focus on results, and strong communication skills in working across many departments on behalf of the customer. In this role for Sarnova, you are our brand ambassador delivering delight in every interaction. You help deliver the right product, in the right hands, and in the right amount of time. You impact your line of business through empathy, order quality, first call resolution and promoting satisfied customers leading to growth, retention and advocacy.

Requirements

One to two years of customer service experience
Strong computer skills
Basic understanding of MS Outlook, Word and Excel
Experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance
Able to successfully work in a changing environment
Strong interpersonal skills
Must be able to develop and maintain cooperative working relationships with customers and co-workers
Ability to accurately assess a situation, identify and resolve customer problems
Ability to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company image
Able to diffuse an upset customer and/or an intense situation
Must possess self-motivation and the initiative to exceed customer expectation
Superior communication skills, both written and verbal
Able to present information and solutions in a professional and courteous manner
Excellent attention to detail and accuracy
Able to organize and prioritize tasks in order to handle call load and still finish other duties

Nice To Haves

Experience working within a distribution company preferred
Emergency Medical or Hospital related experience a plus

Responsibilities

Answer Inbound Calls
Process orders via multiple channels
Email customer confirmations, follow-up and provide status information to customers
Process drop-ships
Prioritize and perform daily follow-ups to ensure timely resolution
Review orders for accuracy and make changes to existing orders
Provide pricing when requested
Route special orders using the appropriate process
Ensure that order drops to fulfillment without delay
Collaborate with other internal departments on behalf of the customer
Explain basic products and services
Research and resolve billing and pricing inquiries
Evaluate customer concerns and resolve to customers satisfaction
Resolve any order issues that impede same day shipping
Determine and authorize credits/rebills and product returns
Filing as necessary
Perform other duties as assigned by management