Customer Care Representative - Cardio Partners - Remote

Summary

The Customer Care Representative is primarily responsible for answering inbound calls from customers wishing to place orders, inquire about an order, or resolve an issue for a single line of business s 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.

• Order Processing:
  Handle inbound calls and process orders through multiple channels, ensuring accuracy and efficiency.
• Order Confirmation:
  Send confirmations via email and provide status updates throughout the process.
• Order Accuracy:
  Review all orders for accuracy, make necessary adjustments, and ensure they are processed to fulfillment without delay.
• Special Orders Handling:
  Route special orders using the appropriate process and provide pricing information upon request.
• Customer
  
  Collaboration:
  
  Work closely with internal departments to address inquiries and act as a liaison to ensure customer needs are met.
• Product and Service Explanation:
  Learn and understand new products across the single line and explain basic products and services to customers to aid in purchasing decisions.
• Issue Resolution:
  Research and resolve billing and pricing inquiries, addressing customer concerns for satisfaction and smooth processing.
• Problem Solving:
  Resolve any order issues that prevent same-day shipping; determine or authorize credits, rebills, and product returns when necessary.
• Administrative Support:
  Perform filing and other administrative tasks as needed.

• Education:
  
  High School Diploma or equivalent.
• One to two years of customer service experience; experience should include an environment where calls were monitored and scored and metrics applied to performance.
• Strong computer skills; basic understanding of MS Outlook, Word, and Excel.
• Strong interpersonal and communication skills; must develop and maintain cooperative relationships with customers and coworkers.
• Ability to deal calmly and effectively via telephone while maintaining a positive company image.
• Able to diffuse upset customers and intense situations.
• Excellent attention to detail and accuracy.
• Experience working within a distribution company preferred.
• Emergency medical or hospital related experience a plus.
• Ability to independently manage all aspects of the role including required goals and business practices in a remote environment.
• Additional duties as assigned.

• Ability to sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment.
• Reach with hands and arms.
• Talk and hear.
• See and read, write, interpret text.
• Use computer, phone, copier, and other office equipment during the day.
• Occasionally lift and move objects up to 10 pounds.
• May be required to travel for business purposes.
• When working remotely, secure confidential information.
• When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience.

Employee will be required to work a minimum of forty (40) hours per week or as many hours as may be required to perform above duties. Schedule may vary based on business demands and may include office hours, after hours, and/or weekends.

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including a 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 depends on having a diverse team that is empowered to bring their full, authentic selves 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.