Customer Care Representative - Cardio Partners - Remote

SummaryThe 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.Organizational ImpactIn 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.Essential Duties And ResponsibilitiesOrder Processing: Handle inbound calls and process orders through multiple channels, ensuring accuracy and efficiency in each transactionOrder Confirmation: Send order confirmations via email and provide customers with status updates and follow-ups to keep them informed throughout the order processOrder Accuracy: Review all orders for accuracy, make necessary adjustments to existing orders, and ensure orders are processed to fulfillment without delaySpecial Orders Handling: Route special orders using the appropriate process and provide pricing information upon requestCustomer Collaboration: Work closely with internal departments to address customer inquiries and act as a liaison to ensure customer needs are metProduct and Service Explanation: Learn and understand new products across a single product line to explain basic products and services to customers to aid in their purchasing decisionsIssue Resolution: Research and resolve billing and pricing inquiries, addressing customer concerns to ensure satisfaction and smooth order processingProblem Solving: Resolve any order issues that prevent same-day shipping, and determine or authorize credits, rebills, and product returns when necessaryAdministrative Support: Perform filing and other administrative tasks as neededSkills/Experience RequiredEducation: High School Diploma or equivalentOne 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 performanceStrong computer skills; basic understanding of MS Outlook, Word and ExcelStrong interpersonal and communication skills; must be able to develop and maintain cooperative working relationships with customers and co-workersAbility to deal calmly and effectively with situations via telephone while maintaining and promoting a positive company imageAble to diffuse an upset customer and/or an intense situationExcellent attention to detail and accuracy.Experience working within a distribution company preferredEmergency Medical or Hospital related experience a plus.Ability to independently manage all aspects of the job role including required goals and business practices in a remote environmentAdditional job duties as assignedPhysical RequirementsSit, walk, stand, use hands to manipulate, handle, feel, and control items or equipmentReach with hands and armsTalk and hearSee and be able to read, write, and interpret textEmployee may use computer, phone, copier and other office equipment in the course of a dayOccasionally lift and move objects weighing up to 10 poundsEmployee may be required to travel for business purposesWhen working remotely, ability to secure confidential informationWhen working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experienceWork environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Continuous is defined as 6-8 hours, frequently is defined as 3-6 hours, and occasionally is defined as up to 3 hours.Work Schedule: Employee will be required to work a minimum of forty (40) hours of per week or as many hours as it may take to perform above job duties. Schedule may vary based on business demands and will require a combination of office hours as well as work performed after hours and/or weekends at times.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.