Team Lead, Client Services

EVERYTHING BUT THE HOUSE (EBTH); Cincinnati (OH); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision, life, &更多

401k retirement plan with companymatch

Paid Time off and holidays

Employee discount program

Job summary

Everything But The House (EBTH) in Cincinnati, OH seeks a Team Lead, Client Services to guide a team of client services representatives delivering best-in-class service to buyers and sellers. You will speak as EBTH’s voice, build relationships with customers, and ensure high-quality resolutions and referrals.

The role emphasizes leadership in a fast-paced ecommerce setting, supervision experience, and a passion for world-class customer experience within EBTH’s distinctive marketplace.

Qualifications

• College degree or equivalent work experience.
• Minimum 2 years in sales or customer service roles.
• Prior supervisory or management experience preferred.

Responsibilities

• Partner with Client Services Manager to monitor current volume and hold team to SLAs
• Coach team members and communicate expectations
• Guide team in customer interactions, resolve issues, close sales, and request referrals
• Coordinate schedules and manage a CRM for leads, calls, opportunities, activities
• Manage escalations to ensure timely resolutions
• Participate in UAT and provide feedback to the Tech Team on site updates or errors
• Perform other duties as assigned.

Skills

De-escalation skills

Customer service leadership

Team leadership

Communication

CRM utilization

Google Suite

Sales awareness

Familiarity with ecommerce

Ambiguity tolerance

Sales/CS experience

Education

College degree or equivalent work experience

Tools

Salesforce

Job description

• Strong deescalation skills

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.