Customer Care Representative - Cardio Partners - Remote

Sarnova HC, LLC; Dublin (OH); Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

401(k) Plan

Inclusive workplace

Comprehensive benefits

Job summary

Cardio Partners, a division of Sarnova, is seeking a Customer Care Representative to handle inbound calls, process orders, and resolve issues for a single product line. You will work across departments to ensure accurate orders, timely updates, and customer satisfaction while learning the products and services.

The role emphasizes care, empathy, and strong communication, with opportunities to work remotely and contribute to customer advocacy and growth.

Qualifications

• High School diploma or equivalent required.
• 1–2 years of customer service experience with monitored calls and performance metrics.
• Strong computer skills including MS Outlook, Word and Excel.
• Excellent interpersonal and communication abilities with customers and colleagues.
• Ability to stay calm on calls and promote a positive company image.
• Experience in a distribution company and emergency medical context is a plus.
• Ability to work independently in a remote environment.

Responsibilities

• Handle inbound calls and process orders across multiple channels.
• Send order confirmations by email and provide status updates.
• Review orders for accuracy and adjust as needed to fulfill.
• Route special orders and provide pricing information on request.
• Collaborate with internal departments to meet customer needs.
• Explain products and services to help purchasing decisions.
• Research and resolve billing and pricing inquiries to ensure satisfaction.
• Resolve order issues that affect same-day shipping and process credits/returns.
• Perform administrative tasks as needed.

Skills

Customer service

MS Outlook

MS Word

MS Excel

Communication skills

Remote work

Attention to detail

Conflict resolution

Education

High School Diploma or equivalent

Tools

MS Outlook

MS Word

MS Excel

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 distributer 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 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 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.

Essential Duties and Responsibilities:

• Order Processing: Handle inbound calls and process orders through multiple channels, ensuring accuracy and efficiency in each transaction
• Order Confirmation: Send order confirmations via email and provide customers with status updates and follow-ups to keep them informed throughout the order process
• Order Accuracy: Review all orders for accuracy, make necessary adjustments to existing orders, and ensure orders 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 customer inquiries and act as a liaison to ensure customer needs are met
• Product 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 decisions
• Issue Resolution: Research and resolve billing and pricing inquiries, addressing customer concerns to ensure satisfaction and smooth order processing
• Problem Solving: Resolve any order issues that prevent same-day shipping, and determine or authorize credits, rebills, and product returns when necessary
• Administrative Support: Perform filing and other administrative tasks as needed

Skills/Experience Required:

• 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 as well as metrics applied to individual and team performance
• Strong computer skills; basic understanding of MS Outlook, Word and Excel
• Strong interpersonal and communication skills; must be able to develop and maintain cooperative working relationships with customers and co-workers
• 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
• 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 job role including required goals and business practices in a remote environment
• Additional job duties as assigned

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.