Client Services Lead: Team Coach & Ops Manager

Arhaus; Boston Heights (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

Arhaus, founded in 1986, seeks a Client Services Level 4 Lead to manage the Client Services team at our Corporate Office in Boston Heights, OH. You will coach agents, oversee daily operations, handle escalated issues, and partner with the Floor Manager to deliver a seamless customer experience.

The role requires 3–5 years in customer service, 1–2+ years leading teams, strong communication, problem-solving, and the ability to work in a fast-paced environment.

Qualifications

• 3–5 years of customer-service-focused experience, call center environment is required.
• 1–2+ years’ experience in leading teams/management.
• 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 with prioritization and 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 and KPI achievement.
• Conduct regular team huddles to provide department and company updates.
• Field questions from agents regarding customer case management.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution; maintain high customer satisfaction.
• Assist the Client Services Floor Manager with overseeing daily operations, including schedule adherence and workflow management.
• Track and analyze team performance metrics and attendance; identify areas for improvement and implement corrective actions.
• Conduct regular 1:1 meetings with agents to discuss performance and development.
• Conduct call monitoring and quality assurance checks to ensure high service standards.
• Provide feedback to improve service quality and collaborate to streamline processes.
• Prepare and present regular reports on team performance and customer feedback to management.

Skills

Team leadership

Coaching

Customer service

Call center

Communication skills

Problem-solving

Agile mindset

Independence

Education

High School diploma

Tools

CRM software

MS Office

Job description

Arhaus, founded in 1986, seeks a Client Services Level 4 Lead to manage the Client Services team at our Corporate Office in Boston Heights, OH. You will coach agents, oversee daily operations, handle escalated issues, and partner with the Floor Manager to deliver a seamless customer experience.

The role requires 3–5 years in customer service, 1–2+ years leading teams, strong communication, problem-solving, and the ability to work in a fast-paced environment.