[Hiring] Senior Customer Care Representative @Sarnova

Role Description

The Senior 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. The Senior Customer Care Representative will be cross trained across multiple business units within the organization.

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
• 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.
• Additional job duties as assigned.

Qualifications

• High School Diploma or equivalent.
• Two to three 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.

Requirements

• Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment.
• Reach with hands and arms.
• Talk and hear.
• See and be able to read, write, and interpret text.
• Employee may use computer, phone, copier, and other office equipment in the course of a day.
• Occasionally lift and move objects weighing up to 10 pounds.
• Employee may be required to travel for business purposes.
• When working remotely, ability to 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.

Work Schedule

Employee will be required to work a minimum of forty (40) hours 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.

Benefits

• Competitive salary, commensurate with experience.
• Comprehensive benefits package, including 401(k) Plan.