Team Lead, Client Services

Everything But The House • Cincinnati, OH

7h

About The Position

The Team Lead, Client Services is a working leader who guides a team of Client Services Representatives dedicated to providing a high-quality customer experience for EBTH buyers and sellers. Reporting to the Sr. Director of Customer Service, this role builds customer relationships through understanding, concern, and patience. The Team Lead partners with the Client Services Manager to monitor customer interaction volume and ensure appropriate resolution service-level agreements are met. The position also supports team performance, customer and client communication, escalations, scheduling, CRM use, and user acceptance testing (UAT).

EBTH is an online marketplace for secondhand goods, art, jewelry, and antiques, headquartered in Cincinnati. The company describes its work as serving a community that celebrates uncommon, rare, historical, and unusual items. This position is limited to candidates located in the Cincinnati, Ohio metropolitan area; relocation is not provided. Applicants must be authorized to work lawfully in the United States, and EBTH does not provide sponsorship.

Requirements

• Appreciation for world-class customer service and ability to motivate others to provide it.
• Team-player mentality and ability to work independently.
• Familiarity with e-commerce and social media.
• Comfort with ambiguity.
• Strong de-escalation skills.
• Familiarity with Google Suite.
• College degree or equivalent work experience.
• At least 2 years of relevant sales or customer service experience.
• Must be located in the Cincinnati, Ohio metropolitan area; relocation is not provided.
• Must be authorized to work lawfully in the United States; EBTH does not provide sponsorship.

Nice To Haves

• Familiarity with Salesforce.
• Previous supervisory or management experience.

Responsibilities

• Partner with the Client Services Manager to monitor buyer and seller interaction volume and hold the team to appropriate resolution SLAs.
• Measure team performance, communicate expectations, and coach team members as needed.
• Guide team members in customer and client interactions, including answering questions, resolving issues, closing sales, and asking for referrals.
• Coordinate schedules and use CRM tools to manage a book of business, including leads, call volume, opportunities, and activities.
• Manage customer and client escalations to ensure timely resolution.
• Participate in UAT and provide the Tech Team with feedback on site updates or errors.
• Perform other duties as assigned.

Benefits

• Competitive pay.
• Comprehensive training.
• Supportive team culture and dynamic work environment.
• Benefits package including medical, dental, vision, life, and disability coverage, among other benefits.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Employee discount program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager