Account Specialist - Cardio Partners - Remote
US-Remote
Sarnova
Req #: 5004
Type: Regular Full-Time
Overview: As an Account Specialist at Sarnova, you'll spearhead our commitment to unparalleled customer care, particularly focusing on account setup and management for users of the Arch System. In addition to the existing responsibilities outlined, this role entails providing exceptional support to Arch accounts, necessitating heightened attention and white-glove service. You'll be pivotal in overseeing advanced customer rollouts and ensuring program adherence year-round, including monthly reporting on customer interactions. 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, EMP and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management. Responsibilities: Summary: As an Account Specialist at Sarnova, you'll spearhead our commitment to unparalleled customer care, particularly focusing on account setup and management for users of the Arch System. In addition to the existing responsibilities outlined, this role entails providing exceptional support to Arch accounts, necessitating heightened attention and white-glove service. You'll be pivotal in overseeing advanced customer rollouts and ensuring program adherence year-round, including monthly reporting on customer interactions. Organizational Impact: In this role for Sarnova, you are our brand ambassador delivering courtesy and a friendly, helpful demeaner in every interaction. You help deliver the right product, the right knowledge, 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. You are the frontline to our customers and the first representation of the quality we offer. Essential Duties and Responsibilities: * Provide customer support for the sales team from pre-deployment through on-going account management * Maintain and update the pre-deployment tracker to ensure accurate tracking of all tasks, timelines, and project statuses * Develop and distribute clear instruction guidelines for deployment, ensuring all involved parties have the necessary information and procedures * Create detailed order sheets and coordinate with the Customer Care team to request order processing, ensuring timely and accurate fulfillment * Review and verify that all contract terms are being met during the pre-deployment process, addressing any discrepancies or issues as needed * Attend weekly meetings with internal teams to discuss deployment progress, address challenges, and align on project goals * Monitor active deployment metrics and share updates with relevant stakeholders including customer to ensure visibility and accountability * Review deployment status on a weekly basis, identifying any areas that require attention or adjustments; escalate any urgent deployment issues to the Sales Executive, facilitating prompt resolution and maintaining customer satisfaction * Oversee and manage the ARCH account by handling any service requests and inquiries to ensure customer needs are met promptly and effectively * Coordinate the renewal of licenses to maintain compliance and ensure uninterrupted service * Administer and manage visual inspection notifications, ensuring customers are informed of required inspections and following up as necessary * Generate and provide reports as requested, manage the AED usage reporting process, track and report inspection deployments, and prepare data for Quarterly Business Review (QBR) reports * Identify customers' needs and deliver valuable solutions * Understand customers' needs and perspectives to provide better support * Foster strong relationships with customers, positioning yourself as a partner rather than just a seller * Handle objections and resolve conflicts effectively when they arise * Multitask efficiently and meet deadlines while balancing various tasks * Maintain a deep understanding of the product or service being sold * Demonstrate strong active listening skills by fully engaging in conversations, accurately understanding information, and responding thoughtfully; effectively absorb feedback, identify key points, and ask clarifying questions to ensure a clear understanding of needs and requirements * Escalate any urgent issues to the appropriate stakeholders to facilitate timely resolution and maintain high levels of customer satisfaction * Additional job duties as assigned Skills/Experience Required: * Education: High School Diploma or equivalent required; Bachelor's Degree preferred * Three to five years of customer service or data management experience * Successful and positive experience working in a remote environment * Strong computer skills; basic understanding of MS Outlook, Word and Excel * Strong interpersonal and communication skills; must communicate well and build trust to work as a team; must be able to develop and maintain cooperative working relationships with customers and co-workers * 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 attention to detail and accuracy. * Experience working within a distribution company preferred * Emergency Medical or Hospital related experience a plus. * Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment 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.
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