• Answer incoming calls with professionalism and courtesy • Manage inbound appointment scheduling – this will be the initial training focus • Follow up on missed calls, voicemails, text messages, and website form submissions • Log technician hours and review submitted reports, updating timesheets accordingly • Correct inaccuracies identified in technician reports • Review completed work orders for accuracy, confirming they match what was ordered and identifying items that need to be redone • Maintain accurate customer and service records through general record keeping and data entry • Prepare basic reports using Excel • Collaborate with internal teams to ensure seamless service delivery

• Provide timely and accurate responses to customer inquiries and technical issues via email, chat, and phone. • Troubleshoot and resolve technical problems related to MediaRadar’s suite of products. • Ensure all support tickets are resolved in a timely manner, adhering to SLAs (Service Level Agreements). • Serve as the point of contact between clients and internal teams (Customer Success, Product, Engineering) to escalate and resolve complex issues. • Maintain clear and concise documentation of customer interactions and resolutions within the CRM (Salesforce.com). • Identify recurring customer issues and collaborate with cross-functional teams to address root causes. • Document and update support processes to improve efficiency and customer satisfaction. • Gather and report customer feedback to the Product and Engineering teams for continuous product improvement. • Work closely with the North American Customer Success team to ensure a seamless client experience. • Communicate effectively with clients, providing updates and solutions on technical issues and product queries. • Participate in regular team meetings to stay aligned on ongoing client needs and support initiatives.

Role Description Provides leadership for Customer Care Center operations for the designated brand(s), driving a customer-first culture while delivering on service, sales, and operational performance goals. - Lead and develop direct and indirect reports (including our AI solutions) to drive a high-performing, customer-centric environment that delivers against service and sales objectives. - Set clear expectations and ensure consistent coaching, accountability, and engagement practices across teams. - Partner across the business to align programs, policies, and operational execution with broader company objectives. - Analyze performance trends and implement actions to improve customer experience. - Support the execution of operational processes, systems, and structural changes that strengthen service delivery. - Collaborate with internal partners (HR, Technology, Network Operations, and business leaders) to meet operational and staffing needs. - Maintain strong relationships with internal leaders and external partners to ensure all KPI targets are met or exceeded. - Lead change initiatives that enhance team capability, engagement, and overall performance. Qualifications - Bachelor’s degree or equivalent business experience. - 5+ years of relevant leadership experience, preferably in contact center or customer operations environments. - Demonstrated ability to lead through others, develop talent, and drive results at scale. - Strong business acumen with the ability to translate data into action. - Proven strength in communication, decision-making, and cross-functional collaboration. - Experience implementing process improvements, new programs, and AI technologies. - Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows. - Requires access to reliable, high-speed internet connection and a quiet working area away from distractions. - Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning. Benefits - Medical/dental/vision insurance starting on day one. - Term life insurance. - Paid vacation/holidays. - 401(k) Savings Plan with company match. - A generous associate merchandise discount. - Growth and Development: We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, as well as opportunities for advancement. - Collaborative Culture: We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success. Company Description Catalyst Brands reflects the bringing together the rich heritages of our brands with modern excitement and a new vision for success with five iconic brands together under a unified powerhouse portfolio to celebrate the essence of American style. We are leveraging our rich history, resources and best-in-class industry talent to further build the success of our brands. At Catalyst we are united in one shared purpose: We exist to ignite America’s most beloved retail brands to make fashion accessible to all. Pay Range USD $69,000.00 - USD $115,000.00 /Yr.

Role Description The Customer Service Rep - CHRG assists with held revenue by collecting required documentation, communicating with customers, and applying payer medical policy knowledge in alignment with standard operating procedures. - Identifies opportunities that enhance operational efficiency and improve overall results. - Assists with held revenue by obtaining, reviewing, and validating required documentation to support claim resolution. - Communicates with customers, payers, and internal teams to gather information, clarify requirements, and resolve outstanding issues. - Applies knowledge of payer medical policies, coverage criteria, and reimbursement guidelines to ensure accurate claim processing. - Follows established standard operating procedures to maintain compliance, consistency, and quality in all workflows. - Monitors accounts for delays, missing documentation, or policy-related barriers and takes proactive steps to resolve them. - Identifies trends, gaps, or recurring issues that impact revenue flow and escalates or recommends solutions as appropriate. - Collaborates with team members to streamline processes, enhance operational efficiency, and improve overall performance results. - Maintains accurate records, notes, and documentation within company systems to support audit readiness and transparency. - Meets productivity, quality, and turnaround time expectations as defined by departmental standards. - Participates in training, policy updates, and continuous improvement initiatives to stay current with payer requirements and internal processes. Qualifications - High School Diploma or General Education Degree (GED), Required. - 1 year or more in held revenue, accounts receivable, medical billing, or related healthcare reimbursement functions, preferred. - Experience in the healthcare industry, durable medical equipment (DME), or insurance verification is a plus. - Payer requirements, medical policies, and coverage guidelines, preferred. - Proficiency with Microsoft Excel and Word, including data entry, documentation management, and basic reporting. - Strong attention to detail to analyze account information and identify discrepancies. - Effective written and verbal communication for interacting with customers, payers, and internal teams. - Ability to manage multiple tasks, prioritize workload, and meet productivity and quality expectations. - Comfortable working in a fast-paced, process-driven environment with evolving payer requirements. Requirements - This position requires use of your own equipment. - Internet Service Type: Cable or Broadband. - Network Firewall on the Internet Connection. - Connection Type: Wired to ISP Modem. - Latency to Florida or Tennessee Data Centers / Ping: < 30ms. - Download Speed: Minimum 80 Mbps. - Upload Speed: Minimum 10 Mbps. - Monitor Size: Minimum 20" Dual Monitors. - Processor Speed: Minimum 1.5 GHz -- Preferred 2.0 GHz. - Main Memory (RAM): Minimum 8GB. - Free Disk Space: Minimum 1GB. - Keyboard: Wired (Wireless not supported). - Mouse: Wired (Wireless not supported). - Audio: USB Headset (Bluetooth/AUX not supported). - Network Connector: Wired Ethernet. - Webcam. - OS Version: Windows 11 (Other OS like ChromeOS/Linux/MacOS not supported). - OS Update: Automatic. - Antivirus: Automatic updates, always scan mode. - Windows Firewall: Enabled. - Supported Browsers: Chrome, Edge (Preferred). - HIPAA compliant workspace (Room with a door). - Functional work surface (Desk) and chair. - Distraction-free environment.