Experienced Customer Care Team Lead - Cardio Partners - Remote

Are you a customer service expert with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join blithequark's dynamic Customer Care Team as a Customer Care Team Lead for Cardio Partners. In this role, you will play a critical part in shaping the customer experience, driving business growth, and fostering a culture of excellence within our organization.

About blithequark

blithequark is a leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets. As the industry leader in Revenue Cycle Management within EMS, we operate through several market-leading companies, including Tri-anim Health Services, Bound Tree Medical, EMP, Cardio Partners, and Digitech. Our mission is to be the best partner for those who save and improve patients' lives. 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.

Job Summary

As a Customer Care Team Lead for Cardio Partners, you will be responsible for assisting the Supervisor in delivering accurate and timely answers to questions from Customer Service Representatives, answering inbound calls and customer contacts via multiple channels, and supporting the Supervisor in achieving service goals. You will also be responsible for assisting the Customer Care Supervisor with monitoring coaching opportunities in CCRs, training, scheduling, and administering the Rewards & Recognition Program. This position requires proven success as a Customer Care Representative, superior communication/collaboration skills, and strong follow-through and problem-solving skills.

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. + 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. + 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 customer satisfaction. + Resolve any order issues that impede same-day shipping. + Determine and authorize credits/rebills and product returns.

Skills and Experience Required

* One to two years of experience as a blithequark 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 empowered and exert confidence in enabling the customer and their experience to be successful.
• Basic analytical and process skills that take an issue, define the history and evolution into a problem, establish root cause, and offer a solution.
• Extraordinary interpersonal skills with the ability to develop and maintain cooperative working relationships with customers, sales team, and co-workers.
• Strong computer skills. Basic understanding of MS Outlook, Word, and Excel.
• Successfully work in a changing environment.
• Ability to deal calmly and effectively with situations via all channels 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.
• Excellent attention to detail and accuracy.
• Ability to organize and prioritize on behalf of the customer.
• Experience working within a distribution company preferred.
• Successful Client Services experience preferred.

What We Offer

* Competitive salary, commensurate with experience.

• Comprehensive benefits package, including 401(k) Plan.
• EEO/M/F/Veterans/Disabled.
• Opportunity to work in a dynamic and fast-paced environment.
• Collaborative and inclusive workplace culture.
• Professional development and growth opportunities.
• Recognition and rewards for outstanding performance.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Equal Opportunity Employer

blithequark is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace culture that reflects the communities we serve. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job