Client Services Lead: Elevate Team & Customer Experience

Arhaus; Boston Heights (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Arhaus is seeking a Client Services Level 4 Lead to supervise and develop the Client Services team at the Corporate Office in Boston Heights, OH. You will drive service quality, handle escalations, and partner with the Floor Manager to meet daily KPIs in a fast-paced environment.

Responsibilities include coaching, monitoring performance, optimizing workflows, and ensuring compliance with policies. This onsite role requires strong communication and problem-solving skills, with a focus on

Qualifications

• High School diploma or equivalent.
• 3-5 years customer-service-focused experience in call center.
• 1-2+ years leading teams.
• Strong leadership and communication skills.
• Excellent problem-solving and interpersonal abilities.
• Comfort with computer systems and troubleshooting.
• Ability to work in a fast-paced environment.
• Agile mindset with adaptability.

Responsibilities

• Team Leadership: Supervise and mentor the client services team, providing guidance, coaching, and support to ensure high performance and KPI achievement.
• Conduct regular team huddles to share updates and goals.
• Field questions from agents regarding customer case management.
• Handle escalated customer inquiries and complaints with timely resolutions.
• Assist daily operations, schedule adherence, workflow management, and resource allocation.
• Track performance metrics and attendance; drive improvements.
• Conduct regular 1:1 meetings to discuss performance and development.
• Perform call monitoring and QA to maintain high service standards.
• Implement action plans to improve agent performance.
• Provide feedback to improve processes; collaborate with other departments.
• Prepare and present reports on performance and customer feedback.
• Ensure compliance with company policies and regulatory requirements.

Skills

Leadership

Communication

Customer service

Team management

Problem solving

Agile mindset

Independent worker

Education

High School diploma or equivalent

Job description

Arhaus is seeking a Client Services Level 4 Lead to supervise and develop the Client Services team at the Corporate Office in Boston Heights, OH. You will drive service quality, handle escalations, and partner with the Floor Manager to meet daily KPIs in a fast-paced environment.

Responsibilities include coaching, monitoring performance, optimizing workflows, and ensuring compliance with policies. This onsite role requires strong communication and problem-solving skills, with a focus on