**Experienced Customer Care Team Lead Cardio Partners Remote**

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets, we're committed to empowering our team members to bring their full, authentic selves to work each day. We're passionate about creating an inclusive workplace that promotes and values diversity, and we're seeking an experienced Customer Care Team Lead to join our team. About arenaflex arenaflex is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS). Our 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. We're proud to be a part of the healthcare industry, working tirelessly to improve patients' lives. Job Summary As a Customer Care Team Lead at arenaflex, you'll play a critical role 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'll 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 * Assist the Supervisor in delivering accurate and timely answers to questions from Customer Service Representatives * Answer inbound calls and customer contacts via multiple channels * Support the Supervisor in achieving service goals * Assist the Customer Care Supervisor with monitoring coaching opportunities in CCRs * Train and schedule Customer Service Representatives * Administer the Rewards & Recognition Program * Provide subject matter expertise to the team for order processing issues/questions * Manage back-orders, returns, and basic inventory and product substitutions * Collaborate with other internal departments on behalf of the customer * Explain basic products and services to customers * Complete timely return of customer contacts with a high sensitivity to expedited requests * Serve as an immediate resource for team members * Be available for employees that experience work-related problems providing 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 Organizational Impact In this role, you'll have a significant impact on our organization. You'll help deliver the right product, in the right hands, and in the right amount of time to our top accounts. You'll impact your line of business through handling customer contacts, assisting CCRs and Admins with questions or actions on behalf of the customer, providing back-up for the Supervisor, and empowering across the organization to positively impact the customer and how they do business. Essential Duties and Responsibilities * Order Management: + Provide subject matter expertise to the team for order processing issues/questions + Identify errors and resolve + Manage back-orders + Manage and report 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 an immediate resource for team members + Be available for employees that experience work-related problems providing 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 .