Role Description The Project Coordinator – Customer Service is responsible for providing day-to-day support for customer accounts by managing orders, coordinating schedules, and ensuring accurate communication across all project stakeholders. This role plays a critical part in maintaining organization, accuracy, and responsiveness throughout the project lifecycle. The position requires strong attention to detail, coordination skills, and the ability to manage multiple priorities. The Project Coordinator supports successful project execution and contributes to overall customer satisfaction. Duties and Responsibilities - Operational / Process Responsibilities - Prepare quotes and convert them into orders while ensuring accuracy and completeness - Process order changes and maintain updated project documentation - Monitor outstanding orders, track ship dates, and manage status reports - Generate and manage service orders and coordinate scheduling - Reporting Support - Maintain and update project tracking and status reports - Provide updates on order status, issues, and timelines - Track and resolve problem tickets and service issues - Audit and Compliance - Ensure accuracy of orders, pricing, and documentation - Identify and resolve discrepancies related to products or services - Maintain compliance with company processes and standards - Systems / Process Improvements - Identify opportunities to improve coordination workflows and efficiency - Support consistent use of systems and tools for tracking and reporting - Customer Service Execution - Respond to customer inquiries via phone and email - Communicate updates related to orders, deliveries, and project timelines - Coordinate storage and delivery activities - Support team operations including receptionist backup when needed Success is demonstrated by accurate order processing, strong communication, and efficient coordination across all project activities. The Project Coordinator – Customer Service ensures projects remain organized, on schedule, and supported throughout execution. This role contributes to customer satisfaction through responsiveness and attention to detail. Long-term success is reflected in reliability, consistency, and reduced errors. Qualifications - 3-6 years of experience in a related field - Office furniture experience preferred - Remote work may be considered for candidates with at least 6–9 months of experience in the commercial furniture industry Requirements - Associate degree or equivalent work experience preferred - Strong customer service and communication skills - Strong organizational and time management abilities - Ability to manage multiple priorities - Knowledge of scheduling and inventory systems preferred Work Environment - Employee occasionally lifts 2-3 reams of paper and customer files, especially during archiving (Weight up to 12 pounds; Height floor to 36 inches; Frequency up to 2 times per week) - Employee occasionally carries paper from the copy room to fill printer (Weight up to 12 pounds; Distance up to 300 feet; Frequency up to 2 times per week) - Employee occasionally pushes or pulls an office chair (Force up to 7 pounds; Distance up to 50 feet; up to 1 time per week) - Employee occasionally climbs main stairs or stairs to warehouse at main location to meet with customers in lobby display area, to access parts in warehouse, and interact with other operational departments (Height 1 flight; Frequency up to 3-5 times per day) - Employee occasionally walks on level surfaces to interact with all operational departments, retrieve needed materials, access lobby display, and attend meetings (Duration 45 minutes per day; Distance up to 1,500 feet per day) - Employee occasionally stands on level surfaces during interaction with customers and other personnel (Duration 30 minutes per day) - Employee continuously sits using the computer, talking on the phone, processing project paperwork, and attending (Duration up to 7 hours per day) - Employee constantly reaches out during work at desk (Height forward reach waist to chest; Frequency up to 30 times per hour) - Employee must rarely bend, squat, stoop, or kneel during filing tasks - Employee is occasionally exposed to ambient temperatures in the warehouse - Work overtime as needed Benefits - Medical, dental, and vision insurance (for full-time employee status only) - PTO and holidays - Professional development opportunities - 401K with Company match of up to 2% Company Description McCoy Rockford offers a collaborative, people-first culture with perks such as Summer Fridays, strong PTO from day one, mental health support, quarterly celebrations, competitive pay, and more! Ask our friendly and employee-focused HR department for more information.

• Drive revenue growth in your territory • Develop and execute a territory plan • Proactively generate new business opportunities • Lead regularly scheduled ROI and value reviews • Build strong relationships with members • Identify and convert new opportunities • Partner with vendor and internal teams • Provide business insights and guidance • Maintain accurate records and reporting

• Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints. • Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns. • Build and maintain an early-warning retention model to identify and reduce preventable cancellations. • Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments. • Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members. • Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines. • Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates. • Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.

Role Description SOVRA serves thousands of government agencies who depend on our platform to keep procurement running smoothly. When an agency or supplier runs into a problem, they need someone who can diagnose it quickly, communicate clearly, and make sure nothing falls through the cracks. This role exists because that experience — resolving issues with precision and care — is central to how SOVRA retains and grows its customer base. This is a hands-on support role with real variety. On any given day you might be triaging an urgent ticket, looping in a product team to flag a recurring issue, or updating a process doc to prevent the same problem next week. If you take genuine satisfaction in helping people solve problems and you like working with a team that cares about getting things right, this is a role where that shows up every day. What You'll Do - Resolve Tickets and Manage the Queue - Triage and resolve customer tickets based on service level agreements, escalating promptly when a situation requires it. - Monitor the client service queue and program-specific in boxes so nothing sits unaddressed. - Deliver timely, accurate responses that leave customers feeling heard and confident the issue is handled. - Collaborate Across Teams - Coordinate with internal teams— sales, product, analysis, and development — to work through requests that require more than one hand. - Serve as the connective tissue between customers reporting problems and the teams best positioned to fix them. - Improve What Isn't Working - Identify patterns in recurring issues and surface them to the right people with enough context to act. - Document and maintain processes, procedures, and training materials so the team gets sharper over time, not just busier. - Keep Customer Data Clean - Maintain accurate client records in the CRM, ensuring the information the broader team relies on stays current and trustworthy. Qualifications - Full-time availability for the next 12-18 months. - Customer support track record—at least 12–18 months of experience in a call center, help desk, or Level 1 application support environment. - Bilingual in French and English—communicate fluently in both languages. - Clear, confident communication—write and speak in a way that makes customers feel understood. - Strong analytical and problem-solving instincts—figure out why the problem happened and whether it's likely to happen again. - Attention to detail that holds under pressure—accuracy doesn't slip when things get busy. - Self-direction and follow-through—own your work end-to-end. - Priority management—hold multiple open issues at once and know which ones need to move first. - US or Canadian work authorization—legally authorized to work in the United States or Canada. - State eligibility—physically located in one of the specified states. Nice to Have - SaaS or eProcurement experience—supported customers using a software platform, ideally in the public sector or government tech space. - CRM familiarity—worked in a CRM before and understand why clean data matters. - Process documentation experience—written a procedure or a training guide that someone else actually used. What Success Looks Like - 90 days: Handling the queue independently, escalating with good judgment, and customers are getting consistent, timely responses. - 6 months: Identified at least one recurring issue and proposed — or helped implement — a fix. - 12 months: A reliable, trusted voice on the support team, actively contributing to making the support function smarter and more efficient.