Client Services Representative

Description:

As the voice of Arhaus, Client Services Representatives provide spectacular service by handling real-time calls from clients nationwide. This role also involves case management, ensuring that each client’s needs are met with the highest level of care and efficiency. Ideal candidates are compassionate, enthusiastic, solutions-oriented, and committed to outstanding service.

Daily Responsibilities:

Essential Duties & Responsibilities:

• Gathering Information: Manage client cases, ensuring prompt and effective resolution of issues.
• Communication: Ability to prove written/verbal communication. Explain the next steps of the process to the customer.
• Listening & Reading: Listen to voicemails and read incoming emails from customers to update their information with their inquiries.
• Handling Calls: Receive calls on warranty and product issues, create new cases, and set expectations on the next steps.
• Updating Information: Update customers' information and address their inquiries from voicemails and emails.
• Outbound Calls: Make outbound calls to customers to obtain information needed to file an initial case or to advance a current case to the next steps for processing.
• Flexibility: Please note roles and responsibilities can change based on business needs.
• Quality: Maintain detailed and accurate records of client interactions and case progress.
• Goals: Meet and exceed Contact Center KPIs, including Average handle time, Call per hour, service level, schedule adherence. and quality assurance

Compensation:

·       Hourly rate: $20.00, paid bi-weekly.

·       Eligible for Client Services Monthly Bonus

Schedule:

·       Standard Hours: Based on availability, there are 2 shifts to choose from:  10:30am to 7:00pm and 11:30am-8pm. Hybrid Schedule with 2 remote days per week. 

·        Rotating Saturdays: With a day off during the work week. If you work every Saturday, you will receive a fixed/static day off during the week.

·       Overtime: Ability to work overtime based on business needs.

Requirements:

·       Education: High School diploma or equivalent.

·       Experience: Preferred: At least 6 months in a customer service-focused or case management environment (e.g., call center, retail, hospitality, food/beverage).

·       Culture: Compassionate and enthusiastic, with a strong commitment to spectacular service.

Day to Day:

·       Ability to multi-task in a fast-paced environment, balancing multiple client interactions and case management tasks.

·       Provide solutions and excellent problem-solving skills.

Skills Required:

·       Proficiency in computer systems with minimal assistance (Microsoft Suite preferred).

·       Excellent communication, problem-solving, and follow-up skills.

·       Ability to thrive in a fast-paced setting with strong prioritization skills and a high sense of urgency.

·       Capable of tackling difficult challenges and finding creative solutions.