Client Services Lead: Team Coach & Operations

Arhaus; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Arhaus seeks a Client Services Level 4 Lead to guide and develop a high-performing team at our corporate office in Boston Heights, OH. You will oversee daily operations, coach agents, and resolve escalated inquiries to ensure outstanding customer experiences.

You will partner with the Floor Manager and other departments to optimize workflows, drive service quality, and meet KPIs while maintaining compliance and strong communication across the organization.

Qualifications

• 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.

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
• 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.

Skills

Team Leadership

Coaching & Mentoring

Customer Service

Operations Oversight

Performance Monitoring

1:1 Meetings

Quality Assurance

Process Improvement

Reporting

Compliance

Cross-functional Collaboration

Problem Solving

Education

High School diploma or equivalent

3-5 years customer-service-focused experience

1-2+ years leading teams/management experience

Tools

CRM systems

Troubleshooting computer systems

Agile mindset

Job description

Arhaus seeks a Client Services Level 4 Lead to guide and develop a high-performing team at our corporate office in Boston Heights, OH. You will oversee daily operations, coach agents, and resolve escalated inquiries to ensure outstanding customer experiences.

You will partner with the Floor Manager and other departments to optimize workflows, drive service quality, and meet KPIs while maintaining compliance and strong communication across the organization.