Customer Care Team Lead

Position Title: Customer Care Team Lead

Req : 5241

Location: United States

Remote: Remote

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 distributor 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 Team lead is to assist the Supervisor is to deliver accurate and timely answers to questions from Customer Service Representatives, answer inbound calls and customer contacts via multiple channels, and support the Supervisor in achieving service goals. Additionally, the Customer Care Team Lead is responsible for assisting the Customer Care Supervisor with monitoring coaching opportunities in CCRs, training, scheduling, and administrating the Rewards & Recognition Program.

This position requires proven success as a Customer Care Representative, superior communication/collaboration skills, strong follow‑through and problem‑solving skills.

Organizational Impact:

In this role for Sarnova, you have proven yourself as an expert in delivering delight to customers. You help deliver the right product, in the right hands, and in the right amount of time to our top accounts. You impact your line of business through handling customer contacts, assisting CCRs and Admins with questions or actions on behalf of the customer, provide back‑up for the Supervisor, and empowerment across the organization to positively impact the customer and how they do business.

Essential Duties and Responsibilities:

Order Management: Provide subject‑matter expertise to the team for order processing issues/questions based on operations or product/ identifying errors and resolving, managing back‑orders, managing and reporting on returns, basic inventory and product substitutions (including customer approval), involve and educate other members of the regional care team (CCAs, CCRs), respond to Account Manager’s requests in a professional and timely manner escalating those beyond individual accountability, and assist Supervisor in creating and maintaining a high quality work environment so team members are motivated to perform at their highest level.

Customer Communication: Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner, collaborate with other internal departments on behalf of the customer, explain basic products and services (involve Account Manager for more in‑depth product knowledge requests), complete timely return of customer contacts with a high sensitivity to expedited requests (especially due to error), serve as immediate resource for team;

be available for employees that experience work related problems providing appropriate coaching, counseling, direction and resolution, step in for the Supervisor when they are unavailable under the guidance of the Customer Care Manager, and attend all customer related meetings.

Customer Resolution: Research and resolve billing and pricing inquiries, contact warehouse management directly and timely regarding any issues that impact same day shipping, evaluate customer concerns and resolve to customers satisfaction, resolve any order issues that impede same day shipping, determine and authorize credits/rebills and product returns.

Skills/Experience

Required:

• One to two years of experience as a Sarnova Customer Care Representative or one to two years in a similar client services role.
• Superior communication skills, both written and verbal. Able to present information at all levels in a professional and courteous manner with pre‑prepared documentation.
• Strong collaboration skills across multiple departments with the ability to be…