Client Services Representative

About the Role

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.

Key Responsibilities

• Manage client cases, ensuring prompt and effective resolution of issues.
• Communicate clearly, both verbally and in writing.
• Listen to voicemails and read incoming emails from customers to update their information with their inquiries.
• Receive calls on warranty and product issues, create new cases, and set expectations on the next steps.
• Update customers' information and address their inquiries from voicemails and emails.
• Make outbound calls to customers to obtain information needed to file an initial case or to advance a current case for processing.
• Maintain detailed and accurate records of client interactions and case progress.
• Meet and exceed Contact Center KPIs, including Average handle time, Call per hour, service level, schedule adherence, and quality assurance.
• Roles and responsibilities can change based on business needs.

Requirements & Tech Stack

• High School diploma or equivalent.
• Proficiency in computer systems with minimal assistance (Microsoft Suite preferred).
• Excellent communication, problem-solving, and follow-up skills.
• Ability to multi-task in a fast-paced environment, balancing multiple client interactions and case management tasks.
• Strong prioritization skills and a high sense of urgency.
• Capable of tackling difficult challenges and finding creative solutions.

Qualifications

• Preferred: At least 6 months in a customer service-focused or case management environment (e.g., call center, retail, hospitality, food/beverage).
• Compassionate and enthusiastic, with a strong commitment to spectacular service.