Sarnova HC, LLC

  • Customer Service Manager

    Job Locations US-CA-Valencia
    ID
    2018-2266
    # of Openings
    1
    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 than 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 Customer Service Manager is responsible for providing quality and efficient service to customers through the daily leadership of a team of Customer Service Representatives, Administrators, Team Leads, and Licensing Coordinators. They are responsible for motivating, recognizing, rewarding, coaching, counseling, training and problem-solving.  

     

    Essential Duties and Responsibilities:

    • Select, develop, motivate and lead staff to ensure attainment of customer service goals and customer satisfaction.
    • Ensure associates have appropriate training and resources to meet customer needs.
    • Monitor and communicate key performance metrics.
    • Develop and implement on-going quality and process improvement programs to optimize service levels.
    • Plan, prepare, and maintain staffing levels to meet customer needs and workload.
    • Monitor calls and provide performance feedback and coaching to each team member.
    • Consult with Sales, Purchasing, and Operations as needed to address customer inquiries.
    • Respond to Sales requests in a professional, timely manner escalating those beyond individual accountability.
    • Provide daily direction and communication to CSRs to ensure inbound calls are answered in a timely, efficient and knowledgeable manner.
    • Monitor call volume and answers calls in queue as needed; provide back-up support for the team.
    • Ensure compliance with customer licensing requirements.

    Qualifications:

    • Bachelor’s degree or equivalent work experience.
    • A minimum of five years customer service experience in a call center environment; strong preference for applicants with distribution industry experience.
    • Minimum of three years supervisory/leadership experience.
    • Knowledge of respiratory therapy, anesthesia and surgery a plus.

    Skills/Experience Required:

    • Strong leadership capabilities; ability to project a positive example for others to follow.
    • Ability to effectively train, coach and mentor associates.
    • Experience designing, implementing and leading process improvement and changing initiatives.
    • Ability to maintain a high degree of motivation in team members to retain focus on providing the highest levels of customer satisfaction.
    • Ability to multi-task and meet deadlines within a fast paced, changing environment.
    • Ability to clearly articulate direction and inspire the team to work towards a common goal.
    • Results-oriented, self-motivated individual who can work in a team environment, as well as make independent decisions.
    • Experience developing, documenting and implementing processes and procedures.
    • Strong communication and interpersonal skills with the ability communicate and influence across functions and at all levels.
    • Proficient with Microsoft suite of products.
    • Ability to calmly and effectively diffuse difficult situations via telephone/email.

    Supervises:

    • A Customer Service Team. 

    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/Disabled/Veteran  

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