Client Services Representative

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.

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: $24.00, paid bi-weekly.

·       Eligible for Client Services Monthly Bonus

Schedule:

·       Standard Hours: 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.

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.

AI CODE OF CONDUCT 

At Arhaus, we believe great hiring starts with authentic human connection. Throughout your candidate experience, you will be engaging with real recruiters, hiring managers, and interviewers who are focused on getting to know you, your experiences, skills, perspectives, and potential. We encourage candidates to use AI to support resume refinement, interview preparation, brainstorming, and communication. All application materials, assessments, and interview responses must accurately reflect your own experiences, qualifications, and capabilities. We ask that you participate in phone and virtual interviews without using AI to develop your responses. To protect the integrity of our hiring process and the confidentiality of information shared during interviews, candidates may not record, transcribe, or use AI-powered note-taking tools during interviews. We expect all candidates to participate in the hiring process with honesty and integrity. For take-home assignments or role-specific assessments where AI use is permitted, we request transparency on which specific tools were used and how the tools were used and expect an explanation of your approach, contributions, and decision-making.  

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