Client Services Level 4 Lead

About the role

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. The Client Services Level 4 Lead at Arhaus is responsible for leading and managing the Client Services team to ensure exceptional customer service and satisfaction. This role involves coaching and developing a team of call center agents, overseeing daily operations, and handling escalated customer issues, while focusing on service quality and efficiency. The Lead will work closely the Client Services Floor Manager and other departments to ensure a seamless customer experience and support the overall goals of the company. This role is located onsite at our Corporate Office / South Building in Boston Heights, OH.

Responsibilities

• Supervise and mentor the client services team, providing guidance, coaching, and support to ensure high performance, professional development and achievement of outlined KPIs
• Conduct regular team huddles to provide department and/or company updates
• Field questions from agents regarding customer case management
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution
• Maintain a high level of customer satisfaction through excellent service
• Assist the Client Services Floor Manager with overseeing daily operations of the client services department, including schedule adherence, workflow management, and resource allocation
• Track and analyze team performance metrics and attendance, identifying areas for improvement and implementing corrective actions as needed
• Conduct regular 1:1 meetings with agents to discuss performance & development
• Conduct call monitoring and quality assurance checks to ensure high service standards
• Implement action plans to improve agent performance
• Provide feedback received from agents and customers to enhance service quality, efficiency, and customer experience
• Collaborate with department leadership and other departments to streamline processes and resolve issues
• Prepare and present regular reports on team performance, customer feedback, and service metrics to management and/or senior leadership
• Ensure all agents comply with company policies, procedures, and regulatory requirements

Qualifications

• High School diploma or equivalent required
• 3-5 years customer-service-focused experience, call center environment is required
• 1-2+ years’ experience in leading teams /management experience

Skills

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Problem-solving and conflict-resolution abilities
• Understanding of computer systems and troubleshooting issues with minimal assistance
• Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency
• Agile with the ability to take on difficult challenges and find creative solutions
• Demonstrated ability to work independently and within a team

Schedule

Shift: 9:00am-5:30pm Monday-Friday with rotating Saturday's or 7:00am-3:30pm Monday - Friday with Rotating Saturdays, depending on business needs. Willing to work overtime as needed.