Customer Care Representative - Cardio Partners - Remote

Overview

Summary:

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.

Cardio Partners, a division of Sarnova, is a national leader in emergency prevention and an ardent advocate in the fight against Sudden Cardiac Arrest, which claims more than 350,000 lives each year. From AED sales and repair services, program management, and CPR training, we cover all aspects of cardiac emergency preparedness. We are a trusted partner to thousands of businesses across the country with more than 32,000 customers worldwide.

Organizational Impact

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.

Responsibilities

Essential Duties and Responsibilities:

• Order Management: 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.
• Customer Communication: Collaborate with other internal departments on behalf of the customer, explain basic products and services.
• Customer Resolution: 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.
• Administration: Filing as necessary, perform other duties as assigned by management.
  
  

Skills/Experience Required

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

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.

Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.