Essential Responsibilities
Client Management & Ticketing: Serve as the first point of contact, intake, and manage all customer furniture requests using the client's ticketing systems. Communicate professionally and promptly via ticketing, email, phone, and Google Chat, documenting all scheduling milestones to meet team Key Performance Indicators (KPIs).
Logistics & Scheduling: Assign and schedule internal and external teams for execution, coordinating the installation and removal of furniture. This often requires scheduling work outside of the client's standard operating times.
Inventory & Asset Management: Maintain accurate on-site and warehouse furniture inventories. Conduct site surveys and report detailed furniture audit data. Support inventory furniture specification to meet outlined client requirements.
Issue Resolution & Escalation: Proactively identify and resolve a range of requests, providing resources and solutions amidst ambiguity to ensure customer satisfaction. Professionally identify and expedite high-level or escalated requests with a strong sense of urgency.
Documentation & Reporting: Gather, document, and report details to reflect furniture modifications and status changes within the client's asset management and as-built drawing catalog.
Team Collaboration: Work collaboratively with internal Design and Project Management teams, as well as external stakeholders, to ensure the successful and daily completion of all project tasks.
Special Projects: Complete client requests involving specialty items or tasks that fall outside of the normal scope of work as needed.
Education/Experience
Associates Degree or higher from an accredited college or university is preferred; equivalent prior professional experience will be considered in lieu of a degree.
Two to five years of customer service experience, preferably within an office environment or account management setting.
Prior experience working with client ticketing systems and inventory management systems is a significant plus.
Knowledge/Skills/Abilities
Aptitude for Learning: Capable of quickly learning furniture system parts, assembly procedures, and the ability to read and understand furniture floor plans.
Communication: Strong verbal and written communication skills for professional customer and stakeholder interactions.
Organizational Prowess: Must be extremely organized with excellent time management skills and a strong attention to detail.
Problem-Solving: Proven ability to analyze situations, problem-solve, and make decisions with minimal guidance.
Technical Proficiency: Proficient in office productivity applications, including Google Workspace (formerly Google Suite Apps) and other relevant tools like Microsoft Office and Smartsheets.
Adaptability: Must be agile, comfortable with ambiguity, and possess a strong sense of urgency to address client needs.
Customer Focus: Ability to provide excellent customer service and foster strong internal and external relationships on a daily basis.
Work Ethic: Ability to be proactive, work both independently and in a collaborative team environment.
Employee Benefits
15 days of PTO
9 Paid holidays
Medical/Dental/Vision Insurance
401k + Employer Match
Paid Parental Leave
Wellness App with reimbursement of up to $500/year
Profit Sharing
Physical Requirements
Seeing, color perception, hearing/listening, clear speech, hand and finger dexterity, and ability to move distances within and between warehouses/offices, ability to get to project sites.
Working Environment
Regularly works with others face to face, over the phone and through email. Generally works in an office environment with moderate noise. Nature of work may require working off hours and significant time spent (50%) out of the office. Periodically works outside and may work around moving objects, dust and dirt.
If this sounds like the right opportunity for you, we encourage you to apply with your resume today. We look forward to connecting!
The base salary will be determined based on your location, experience, and the pay of employees in similar positions. Actual total compensation will be dependent upon the individual's skills, experience, and qualifications.
Compensation Range
$26—$28 USD
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