Customer Care Representative - Cardio Partners - Remote

Sarnova•Dublin, OH

2d•Remote

About The Position

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 for a single line of business at Sarnova. 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

High School Diploma or equivalent
One to two years of customer service experience; experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance
Strong computer skills; basic understanding of MS Outlook, Word and Excel
Strong interpersonal and communication skills; must be able to develop and maintain cooperative working relationships with customers and co-workers
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
Excellent attention to detail and accuracy.
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Nice To Haves

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

Responsibilities

Handle inbound calls and process orders through multiple channels, ensuring accuracy and efficiency in each transaction
Send order confirmations via email and provide customers with status updates and follow-ups to keep them informed throughout the order process
Review all orders for accuracy, make necessary adjustments to existing orders, and ensure orders are processed to fulfillment without delay
Route special orders using the appropriate process and provide pricing information upon request
Work closely with internal departments to address customer inquiries and act as a liaison to ensure customer needs are met
Learn and understand new products across a single product line to explain basic products and services to customers to aid in their purchasing decisions
Research and resolve billing and pricing inquiries, addressing customer concerns to ensure satisfaction and smooth order processing
Resolve any order issues that prevent same-day shipping, and determine or authorize credits, rebills, and product returns when necessary
Perform filing and other administrative tasks as needed