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Boston Heights

    call center representative - Boston Heights, OH, United States - Arhaus

    Arhaus
    Arhaus Boston Heights, OH, United States

    3 weeks ago

    Default job background
    Description

    Arhaus was founded in 1986 on a simple idea: Furniture and décor should be sustainably sourced, lovingly made, and built to last.

    Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used-and loved-for generations.


    Title:
    Client Care Representative - Level 3


    • 10:00 AM - 6:30 PM
    • Rotating Saturdays

    Essential Duties & 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) includes but not limited to: Worry-Free, Archarge, Chargebacks
    • Able to approve certain tickets for Level 1 / 2
    • Reviews cases in order to determine best possible solution / next steps
    • Triages clients through smooth transitions to appropriate team member / department
    • Supports one Territory as primary, cross-trained in other Territories
    • Source of information for assigned Territory, owning FAQ's and client services knowledge base to ensure accurate and helpful information
    • Support in the onboarding and training of New Hires (Nesting / Training / Quality)
    • Support operations in reporting / wfm / service level adherence
    • Act as a partner for Market Representatives in managing VIP Clients
    • Communicates across Client Services team to identify and trouble shoot issues including responding to NPS / Google Reviews / Social / BBB / Escalated Issues
    • Provides trends and potential issues to Head of Client Services
    • Other duties as assigned

    Requirements:

    • High School diploma or equivalent required
    • 2-3+ years' experience within a customer-service-focused environment (retail, hospitality, or food/beverage) is required; high-volume call center experience is preferred
    • Knowledge of SalesForce and STORIS is a plus
    • 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
    • Experience mentoring other employees is beneficial
    Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.

    Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

    Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.
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