Call center

Arhaus was founded in 1986 on a simple idea : Furniture and décor should be sustainably sourced, lovingly made, and built to last.

Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used and loved for generations.

Title :

Client Services Lead Level 4

Description :

Providing best-in-class service to all clients, our Client Services Leads Level 4 act as the voice of Arhaus as they support their team in fielding real-time calls from clients all over the country.

Ideal candidates are caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to all our clients.

They also thrive on driving efficiency and results through the members on the team that they lead.

Schedule : 9 : 30am to 6pm / Rotating Saturdays

Essential Duties & Responsibilities :

• Engage with clients in a timely manner by providing critical service and product information, ensuring we exceed their expectations
• Ticket overview (in addition to Level 1 / 2 / 3 as needed) includes but not limited to : BBB Complaint Resolution, Escalations, Direct Actions Requested by Store / Regional Managers
• Able to approve tickets for Level 1 / 2 / 3
• Reviews cases in order to determine best possible solution / next steps
• Triages clients through smooth transitions to appropriate team member / department
• Ensure Territory team members are meeting KPI’s by strategic planned / unplanned audits
• Overviews one Territory as primary, cross-trained in other Territories to assist in overview as needed
• Source of information for assigned Territory, owning FAQ’s and client services knowledge base to ensure accurate and helpful information
• Responsible for the onboarding and training of New Hires within their Territory, and supporting other Territories as needed
• Perform continual coaching and development of Territory team members, including partnering on Annual Performance Reviews
• Partner with Head of Client Services to manage Logistics / Inventory interactions
• Communicates across Client Services team to identify and trouble shoot issues
• Ability to analyze data / metrics in order to identify trends and potential issues, relaying information and potential solutions to Head of Client Services
• Other duties as assigned

Requirements :

• High School diploma or equivalent required
• 1-2 years’ experience in leading teams / management experience
• Knowledge of SalesForce and STORIS is preferred
• Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite preferred)
• Excellent communication, problem solving and follow up skills
• Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency
• Takes on difficult challenges and finds creative solutions
• Demonstrated ability to work independently and within a team

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.

Last updated : 2024-04-27