Title: 

Client Services Lead – Level 4 Delivery 

Location: 

Hybrid Corporate Office South Building – Boston Heights, OH 

Reports To: 

Sr. Manager, Delivery Scheduling  

Description: 

Providing best-in-class service to all clients, our Client Services Lead – Level 4  Delivery acts 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. This position is located onsite at our Corporate Office in Boston Heights, Ohio and will be for require the supervisor primary hours to be 9:00 to 5:30 but will be on call if when required. Hours may vary on business need.  

Essential Duties & Responsibilities: 

CLIENT SERVICES 

• 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 

SCHEDULING 

• Shifts available: 7am-330pmEST / 9am-530pm EST/ 130pm-10pmEST 

• Schedule will be set, with rotating weekends 

• Willing to work overtime as needed 

Requirements: 

• High School diploma or equivalent required  

• 3-4+ years’ customer-service focused experience, call center environment is required; preference to experience in retail, luxury or hospitality 

• 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