Job 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.

The Client Services Level 4 Lead (Resolution Supervisor) at Arhaus is responsible for leading and managing the Client Services team to ensure exceptional customer service and satisfaction. This role involves coaching and developing a team of call center agents, overseeing daily operations, and handling escalated customer issues, while focusing on service quality and efficiency. The Lead will work closely with the Client Services Floor Manager and other departments to ensure a seamless customer experience and support the overall goals of the company. This role is located onsite at our Corporate Office / South Building in Boston Heights, OH.

Essential Duties & Responsibilities:

Team Leadership

• Supervise and mentor processing agents and case workers, fostering a high-performance and professional environment.
• Conduct regular team huddles to provide updates on department initiatives and workflow changes.
• Offer ongoing guidance, coaching, and development to ensure consistent adherence to case management standards and KPIs.

Case Management & Workflow Oversight

• Ensure processing agents and case workers efficiently manage customer cases, maintaining accuracy and timeliness in resolution.
• Provide oversight in reviewing escalations and complex case inquiries, guiding teams on best practices and procedural alignment.
• Support workflow optimization by monitoring case volume, identifying bottlenecks, and implementing improvements to enhance service delivery.

Performance Monitoring & Development

• Track and analyze individual and team performance metrics, identifying areas for improvement.
• Conduct regular one-on-one meetings with agents to assess progress, address challenges, and support professional growth.
• Perform call monitoring and quality assurance checks, ensuring compliance with service standards and best practices.
• Implement targeted action plans for performance enhancement and skill-building initiatives.

Process Improvement & Cross-Team Collaboration

• Collect feedback from processing teams and customer interactions to refine procedures and enhance operational efficiency.
• Partner with department leadership and other teams to address process gaps and drive seamless workflow execution.
• Proactively identify opportunities for automation and system enhancements to streamline case management operations.

Reporting & Compliance

• Prepare and present performance reports, customer insights, and service metrics to management and senior leadership.
• Ensure all team members comply with company policies, regulatory guidelines, and service protocols.

Scheduling

· Shift: 9 AM - 5:30 PM Monday-Friday with rotating Saturdays

· Flexibility for overtime as needed.

Requirements:

· High School diploma or equivalent required

· 3-5 years customer-service-focused experience, call center environment is required

· 1-2+ years’ experience in leading teams /management experience

· Strong leadership and team management skills.

· Excellent communication and interpersonal skills.

· Problem-solving and conflict-resolution abilities.

· Understanding of computer systems and troubleshooting issues with minimal assistance

· Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency

· Agile with the ability to take on difficult challenges and find creative solutions

· Demonstrated ability to work independently and within a team

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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