Customer Care Team Lead - Cardio Partners - Remote

Overview 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 administering the Rewards & Recognition Program. This position requires proven success as a Customer Care Representative, superior communication/collaboration skills, and strong follow-through and problem-solving skills. Sarnova is the leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets and is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS). The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, EMP and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management. ResponsibilitiesSummary: 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 administering the Rewards & Recognition Program. This position requires proven success as a Customer Care Representative, superior communication/collaboration skills, and 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.

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.