Overview

Sarnova is the leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets and is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS).  The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management. 

 

This role is remote/WFH based. Working hours for this role are 11:30am - 8pm ET Monday - Friday.

 

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 and promoting satisfied customers leading to growth, retention and advocacy.

Responsibilities

Essential Duties and Responsibilities:

Order Management: Answer Inbound Calls, Process orders via multiple channels, Email customer confirmations, follow-up and provide status information to customers, process drop-ships, prioritize and perform daily follow-ups to ensure timely resolution, review orders for accuracy and make changes to existing orders, provide pricing when requested, route special orders using the appropriate process, ensure that order drops to fulfillment without delay.Customer Communication: Collaborate with other internal departments on behalf of the customer, explain basic products and services.Customer Resolution: Research and resolve billing and pricing inquiries, 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.Administration: Filing as necessary, perform other duties as assigned by management.

Skills/Experience Required:

One to two years of customer service experience.Strong computer skills. Basic understanding of MS Outlook, Word, and Excel.Experience should include an environment where calls were monitored and scored as well as metrics applied to individual and team performance.Able to successfully work in a changing environment.Strong interpersonal skills. Must be able to develop and maintain cooperative working relationships with customers and co-workers.Ability to accurately assess a situation, identify and resolve 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.Must possess self-motivation and the initiative to exceed customer expectation.Superior communication skills, both written and verbal. Able to present information and solutions in a professional and courteous manner.Excellent attention to detail and accuracy.Able to organize and prioritize tasks in order to handle call load and still finish other duties.Experience working within a distribution company preferred.Emergency Medical or Hospital related experience a plus.Ability to work M-F 11am - 8pm EST

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.
Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.