Client Services Level 4 Lead

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.

Essential Duties & Responsibilities:

• Team Leadership: 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
• Customer Service: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Maintain a high level of customer satisfaction through excellent service.
• Operational Leadership: Assist the Client Services Floor Manager with overseeing daily operations of the client services department, including schedule adherence, workflow management, and resource allocation.
• Performance Monitoring: 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
• Process Improvement: Provide feedback received from agents and customers to enhance service quality, efficiency, and customer experience. Collaborate with department leadership other departments to streamline processes and resolve issues.
• Reporting: Prepare and present regular reports on team performance,
  customer feedback, and service metrics to management and/or senior
  leadership.
• Compliance: Ensure all agents comply with company policies, procedures, and regulatory requirements.

Scheduling

• 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

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
• 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

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.

AI CODE OF CONDUCT

At Arhaus, we believe great hiring starts with authentic human connection. Throughout your candidate experience, you will be engaging with real recruiters, hiring managers, and interviewers who are focused on getting to know you, your experiences, skills, perspectives, and potential. We encourage candidates to use AI to support resume refinement, interview preparation, brainstorming, and communication. All application materials, assessments, and interview responses must accurately reflect your own experiences, qualifications, and capabilities. We ask that you participate in phone and virtual interviews without using AI to develop your responses. To protect the integrity of our hiring process and the confidentiality of information shared during interviews, candidates may not record, transcribe, or use AI-powered note-taking tools during interviews. We expect all candidates to participate in the hiring process with honesty and integrity. For take-home assignments or role-specific assessments where AI use is permitted, we request transparency on which specific tools were used and how the tools were used and expect an explanation of your approach, contributions, and decision-making.