Description

Job Description

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.

Summary:

The Customer Care Team lead is to assist the Supervisor is to deliver accurate and timely answers to questions from Customer Service Representatives, answer inbound calls and customer contacts via multiple channels, and support the Supervisor in achieving service goals. Additionally, the Customer Care Team Lead is responsible for assisting the Customer Care Supervisor with monitoring coaching opportunities in CCRs, training, scheduling, and administrating the Rewards & Recognition Program. This position requires proven success as a Customer Care Representative, superior communication/collaboration skills, strong follow-through and problem solving skills.

Organizational Impact:

In this role for Sarnova, you have proven yourself as an expert in delivering delight to customers. You help deliver the right product, in the right hands, and in the right amount of time to our top accounts. You impact your line of business through handling customer contacts, assisting CCRs and Admins with questions or actions on behalf of the customer, provide back-up for the Supervisor, and empowerment across the organization to positively impact the customer and how they do business.

Essential Duties and Responsibilities:

Order Management: Provide subject matter expertise to the team for order processing issues/questions based on operations or product/ identifying errors and resolving, managing back-orders, managing and reporting on returns, basic inventory and product substitutions (including customer approval), involve and educate other members of the regional care team (CCAs, CCRs), respond to Account Manager's requests in a professional and timely manner escalating those beyond individual accountability, and assist Supervisor in creating and maintaining a high quality work environment so team members are motivated to perform at their highest level.
Customer Communication: Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner, collaborate with other internal departments on behalf of the customer, explain basic products and services (involve Account Manager for more in-depth product knowledge requests), complete timely return of customer contacts with a high sensitivity to expedited requests (especially due to error), serve as immediate resource for team; be available for employees that experience work related problems providing appropriate coaching, counseling, direction and resolution, step in for the Supervisor when they are unavailable under the guidance of the Customer Care Manager, and attend all customer related meetings.
Customer Resolution: Research and resolve billing and pricing inquiries, contact warehouse management directly and timely regarding any issues that impact same day shipping, 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.

Skills/Experience Required:

• One to two years of experience as a Sarnova Customer Care Representative or one to two years in a similar client services role.
• Superior communication skills, both written and verbal. Able to present information at all levels in a professional and courteous manner with pre-prepared documentation.
• Strong collaboration skills across multiple departments with the ability to be empowered and exert confidence in enabling the customer and their experience to be successful.
• Basic analytical and process skills that takes an issue, defines the history and evolution into a problem, establishes root cause, and offers a solution.
• Extraordinary interpersonal skills with the ability to develop and maintain cooperative working relationships with customers, sales team, and co-workers.
• Strong computer skills. Basic understanding of MS Outlook, Word and Excel.
• Successfully work in a changing environment.
• Ability to deal calmly and effectively with situations via all channels 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.
• Excellent attention to detail and accuracy.
• Ability to organize and prioritize on behalf of the customer.
• Experience working within a distribution company preferred.
• Successful Client Services experience preferred.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in a temperature controlled office or home-office environment.
• While performing the duties of this job, the employee is required to sit or stand 80% of the time.
• The employee will occasionally lift and or carry up to 25 lbs.
• Employee may use computer, phone, copier and other office equipment in the course of a day.
• While performing the duties of this job, the employee is required to walk 20% of the time, stand 10% of the time and sit 70% of the time.
• While performing the duties of this job, the employee is occasionally required to use hand to finger, handle or feel objects, touch and use tools, reach with hands and arms, climb stairs, bend, stoop, twist, lift, reach, push, pull, grasp, balance, kneel, crouch, crawl, grasp, talk, hear, and walk during the course of employment.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and an ability to adjust focus.
• Employee may be required to travel for business purposes.

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled

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