CSR Level 4 Lead - Delivery

Arhaus Recruiting•Boston Heights, OH

1d•$25•Onsite

About The Position

Providing best-in-class service to all clients, our Client Services Lead – Level 4 Delivery acts as the voice of Arhaus as they support their team in fielding real time calls from clients all over the country. Ideal candidates are caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to all our clients. They also thrive on driving efficiency and results through the members on the team that they lead. This position is located onsite at our Corporate Office in Boston Heights, Ohio and will be for a 12:30PM-9:00PM shift Tuesday through Friday and Saturday 9:00AM-5:30PM

Requirements

High School diploma or equivalent required
3-4+ years’ customer-service focused experience, call center environment is required; preference to experience in retail, luxury or hospitality
1-2+ years’ experience in leading teams / management experience
Knowledge of SalesForce and STORIS is preferred
Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite preferred)
Excellent communication, problem solving and follow up skills
Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency
Takes on difficult challenges and finds creative solutions
Demonstrated ability to work independently and within a team

Responsibilities

Engage with clients in a timely manner by providing critical service and product information, ensuring we exceed their expectations
Ticket overview (in addition to Level 1 / 2 / 3 as needed) includes but not limited to: BBB Complaint Resolution, Escalations, Direct Actions Requested by Store / Regional Managers
Able to approve tickets for Level 1 /2 / 3
Reviews cases in order to determine best possible solution / next steps
Triages clients through smooth transitions to appropriate team member / department
Ensure Territory team members are meeting KPI’s by strategic planned / unplanned audits
Overviews one Territory as primary, cross-trained in other Territories to assist in overview as needed
Source of information for assigned Territory, owning FAQ’s and client services knowledge base to ensure accurate and helpful information
Responsible for the onboarding and training of New Hires within their Territory, and supporting other Territories as needed
Perform continual coaching and development of Territory team members, including partnering on Annual Performance Reviews
Partner with Head of Client Services to manage Logistics / Inventory interactions
Communicates across Client Services team to identify and trouble shoot issues
Ability to analyze data / metrics in order to identify trends and potential issues, relaying information and potential solutions to Head of Client Services