Customer Care Team Lead - Cardio Partners - Remote

DIGITECH; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Care Team Lead to enhance customer service delivery and support team success. This role involves managing customer interactions, resolving inquiries, and ensuring high-quality service through effective communication and collaboration. The ideal candidate will thrive in a dynamic environment, demonstrating strong problem-solving abilities and a commitment to customer satisfaction. Join a forward-thinking company that values diversity and inclusion, offering a competitive salary and benefits while fostering a culture of excellence.

Qualifications

• 1-2 years experience in customer care or similar client services role.
• Proven success in communication and collaboration across departments.

Responsibilities

• Manage inbound calls and customer contacts across multiple channels.
• Research and resolve billing and pricing inquiries for customers.

Skills

Customer Care Experience

Communication Skills

Collaboration Skills

Analytical Skills

Interpersonal Skills

MS Outlook

MS Word

MS Excel

Attention to Detail

Organizational Skills

Tools

MS Outlook

MS Word

MS Excel

Job description

Overview

The Customer Care Team Lead assists the Supervisor in delivering accurate and timely responses to Customer Service Representatives, manages inbound calls and customer contacts across multiple channels, and supports the achievement of service goals. This role also involves monitoring coaching opportunities in CCRs, training, scheduling, and administering the Rewards & Recognition Program. The ideal candidate has proven success as a Customer Care Representative, excellent communication and collaboration skills, and strong follow-through and problem-solving abilities.

Company Introduction

Sarnova is the leading national specialty distributor of healthcare products in Emergency Medical Services (EMS) and Respiratory Markets. It also leads in Revenue Cycle Management within EMS. The company operates through several market-leading subsidiaries, including Tri-anim Health Services, Bound Tree Medical, EMP, Cardio Partners, and Digitech.

Responsibilities

• Order Management: Provide expertise in order processing, resolve errors, manage back-orders, handle returns, and coordinate product substitutions, involving and educating team members, and assisting the Supervisor in maintaining a high-quality work environment.
• Customer Communication: Direct and communicate daily with team members to ensure timely and knowledgeable customer service, collaborate with internal departments, explain products and services, respond to urgent requests, and support team members with work-related issues.
• Customer Resolution: Research and resolve billing and pricing inquiries, coordinate with warehouse management, evaluate and address customer concerns, and authorize credits, rebills, and returns.

Skills/Experience Required

• 1-2 years of experience as a Customer Care Representative at Sarnova or similar client services role.
• Excellent written and verbal communication skills.
• Strong collaboration skills across departments.
• Basic analytical and process skills to identify issues and solutions.
• Interpersonal skills to develop and maintain relationships.
• Proficiency in MS Outlook, Word, and Excel.
• Ability to adapt to change and handle situations calmly across all communication channels.
• Self-motivated with a focus on exceeding customer expectations.
• Attention to detail and organizational skills.
• Experience in distribution or client services preferred.

Sarnova is an Equal Opportunity Employer offering a competitive salary, benefits, and a commitment to diversity and inclusion.