Sarnova HC, LLC

Customer Service Team Lead

US-CA-Valencia
ID
2017-2151
# of Openings
2
Category
Customer Service/Support

Company Overview

Sarnova is the leading national specialty distributor of health care products in the emergency medical services (EMS) and respiratory markets. The company operates through several market-leading distributors including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, EMP and Cardio Partners, a full Sudden Cardiac Arrest Solution provider that specializes in CPR Training, Program Management, AEDs, Defibrillators, Accessories and Service. 

 

We offer more 100,000 health care products to 20,000 hospitals and emergency care providers across the country. Sarnova is the only national distributor that can offer expertise and support across multiple specialty health care markets.

Responsibilities and Qualifications

Summary:

The primary responsibilities of this position are to deliver accurate and timely answers to CSR questions, provide quality and efficient customer service to customers through all offered channels, and support to the Supervisor in achieving daily service goals. Additionally, the Customer Service Team Lead is responsible for assisting the Customer Service Supervisor with development, training, scheduling, and reward/recognition programs. They will serve as a back-up for the team and take in-bound calls from customers wishing to place orders for medical supplies or place outbound calls to follow up and provide status information to customers as needed. The Team Lead may be required to step in for a Supervisor when not available.

 

Essential Duties and Responsibilities:

  • Suggest procedures to improve organization and departmental efficiencies.
  • Respond to Account Manager’s requests in professional and timely manner escalating those beyond individual accountability.
  • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Assist supervisor in creating and maintaining a high quality work environment so team members are motivated to perform at their highest level.
  • Consult with Sales, Purchasing, Warehouse, and Operations as needed to address customer inquiries or concerns.
  • Serve as an immediate resource for the team; be available for employees that experience work problems providing appropriate coaching, counseling, direction and resolution.
  • Ensure employees have appropriate training and other resources to perform their jobs.
  • Use appropriate judgment in upward communication regarding department or employee concerns.
  • Monitor call volume and answer calls in queue as needed; provide back-up support for the team.
  • Step in for Supervisor when they are not available and work under guidance by the Customer Service Manager
  • Other projects as assigned and needed 

 

Qualifications:

  • 4+ years of call center experience.
  • Experience working within a distribution company preferred.
  • Proficient in the use of MS Outlook, Word and Excel.
  • Great Plains experience preferred.
  • Previous management experience a plus but not required.
  • Examples of Best Practices/Proven Successes shared within a team environment.
  •  

Skills/Experience Required:

  • Able to set a positive example for others.

 

  • Ability to maintain high degree of motivation in team members to retain focus of providing highest levels of customer satisfaction.
  • Ability to multi-task and maintain organization in a fast-paced, changing environment.
  • Strong attention to detail and accuracy.
  • Strong interpersonal skills. Must be able to develop and maintain cooperative working relationships with customers and co-workers, team members, and peers.
  • Ability to accurately assess a situation and identify, resolve, and escalate if necessary, customer problems.
  • 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 communication skills, both written and verbal. Able to present information and solutions in a professional manner.

 

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

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