Team Lead, Client Services

EBTH, Inc.; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with company match

Paid time off

Employee discount

Job summary

Everything But The House (EBTH) is seeking a Team Lead, Client Services in the Cincinnati, OH area. You will oversee a dedicated team of Client Services Representatives, driving best-in-class experiences for EBTH buyers and sellers while acting as the voice of EBTH.

Reporting to the Sr. Director of Customer Service, you will coach, monitor performance, and guide escalations, while collaborating with the CRM and Tech teams to improve site updates and resolve issues.

Qualifications

• College degree or equivalent work experience.
• 2+ years in sales or customer service.
• Prior supervisory/management experience preferred.
• Familiarity with e-commerce and social media.

Responsibilities

• Lead a team of Client Services Representatives to meet SLAs.
• Coach team, monitor performance, and communicate expectations clearly.

Skills

Team leadership

Customer service

CRM management

Deescalation skills

Google Suite

Salesforce familiarity

Education

College degree or equivalent work experience

2+ years sales or customer service experience

Supervisory/management experience preferred

Tools

Salesforce

CRM software

Job description

Job Summary: Reporting to the Sr. Director of Customer Service, the Team Lead, Client Services will be a working leader with a team of Client Services Representatives all dedicated to providing a best in class customer experience for every EBTH buyer and seller. As the voice of EBTH, you strengthen our future by building customer relationships through an understanding, concerned, and patient demeanor.

Duties/Responsibilities (including, but not limited to):

• Partner with Client Services Manager to monitor the current volume of customer (buyer and seller) interactions and hold the team to appropriate resolution SLAs.
• Hold team members to high standards by measuring performance, clearly communicating expectations, and coaching when needed.
• Guide the team with exemplary communication in customer and client interactions including answering questions, resolving issues, closing sales, and asking for referrals.
• Administrative duties include but are not limited to, coordinating schedules, adopting and utilizing CRM to manage a book of business including leads, call volume, opportunities, and activities.
• Manage customer and client escalations to ensure a timely resolution.
• Participate in UAT and provide our Tech Team with feedback on site updates or errors.
• Perform other duties as assigned.

Required Skills/Abilities:

• An appreciation for world-class customer service and the ability to motivate others to provide it
• A team player mentality with an ability to work independently
• Familiarity with e-commerce and social media (Facebook, Twitter, Foursquare, LinkedIn, etc.)
• Comfortable with ambiguity
• Strong deescalation skills
• Familiarity with Google Suite
• Familiarity with Salesforce a plus

Education and Experience:

• College degree or equivalent work experience
• 2+ years of relevant sales or customer service experience
• Previous supervisory/management experience preferred

Why Join EBTH?:

Everything But The House (EBTH) is a revolutionary online marketplace for secondhand goods, art, jewelry, and antiques, headquartered in Cincinnati. We passionately serve those who have and want uncommon things, living at the center of a community that celebrates the rare, historical, weird and wonderful.

We offer competitive pay, comprehensive training, a supportive team culture, and a dynamic work environment where no two days are the same.

Benefits & Perks:

• Benefits package including medical, dental, vision, life, disability & more
• 401k retirement plan with company match
• Paid Time off and holidays
• Employee discount program

We are not providing relocation for this position and are only reviewing applications from candidates who are located in the Cincinnati, OH metropolitan area.

We are an equal opportunity employer with a commitment to diversity. All qualified individuals are encouraged to apply.

Applicants must be authorized to work lawfully in the United States for EBTH. EBTH does not provide sponsorship at this time.