Customer Support Lead

Customer Support Lead

Catalyst Workplace Activation are change agents for a smarter workplace. We apply technical expertise and creative inspirations to spark ideas and deliver smarter ways to work. We pride ourselves on a strong company culture and our core set of values. We are currently seeking an experienced Customer Support Lead.

What You Will Do: The Customer Support Lead performs all duties of a Customer Support Coordinator at a high level, meeting all metric standards, and may have additional responsibilities to train and mentor new employees. They may manage small to medium-sized projects, including all aspects of coordinating professional services, leading Pre-Install meetings, and coordinating outside vendors such as electricians. This position is expected to be able to be customer-facing in meetings and site visits as needed.

Key Responsibilities:

• Meeting with salesperson to determine scope/goal of quote
• Preparing specs, confirming pricing, discounting, and freight charges
• Creating quotes, ensuring all pricing, codes and order setup are accurate
• Confirming and tracking shipments with outside vendors
• Coordinating deliveries with clients
• Preparing for, and attending Pre-Install meetings
• Order follow-up including punch list, freight claims, and returned product
• Confirming timely and accurate invoicing
• Proactive and timely communication with customers
• Mentorship and training for new hires
• Working collaboratively with all Catalyst employees and partners
• Delivering results that exceed customers' expectations by tailoring processes and deliverables for the best customer experience

Ideal Candidate:

• 2-3 years of commercial furnishings industry experience
• Advanced understanding of ancillary products and pricing
• Strong organizational and time management skills
• Proficient in mathematical calculations relating to discounting and pricing
• Self-starter with the ability to work independently and take initiative
• Technology savvy and proficient in MS Office Suite; not afraid to learn new systems
• Excellent communication skills both written and verbal
• Open to feedback and coaching
• Consistent high performer

Benefits Offered:

• Paid holidays, vacation and sick time
• Sabbatical time for tenured employees
• Medical, dental and vision insurance
• Life and disability coverages
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Tuition reimbursement

Hours and Compensation: This is a full time, non-exempt hourly position that is eligible for overtime. The pay range of $31-$36/hour represents the anticipated low and high end of the hourly pay range. Additional factors considered in extending an offer may include experience, knowledge, and education.

Catalyst Workplace Activation is an Equal Opportunity Employer.

Upon acceptance of a conditional offer, the candidate will be required to complete a standard pre-employment criminal background check and four panel drug screen (does not include marijuana).