Client Care Representative - Level 3 Retail

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.

Location: Onsite / Corporate Office South Building - Boston Heights, OH

At Arhaus, our Retail Support Team is dedicated to delivering exceptional service to our clients. We provide comprehensive support to our retail stores and collaborate across various departments to ensure seamless service for both internal and external customers.

We are looking for candidates who are:

• Caring and compassionate
• Enthusiastic and solutions-oriented
• Committed to providing outstanding service to all our clients

If you are passionate about customer service and thrive in a collaborative environment, we would love to hear from you!

Essential Duties & Responsibilities:

• Conduct outbound calls to resolve customer inquires
• Manage voicemails
• Case Management
• Triage cases
• Process retail and day of delivery cases
• Communicates across Client Services team to identify and trouble shoot issues including responding to NPS / Google Reviews / Social Medica / BBB / Escalated Issues
• Provides trends and potential issues to Head of Client Services
• Other duties as assigned

COMPENSATION

• Hourly rate: $23.00 per hour, paid bi-weekly
• Bonus: If achieved, eligible for Client Services Bonus

SCHEDULING

• Shifts available: 8:30AM -5:00PM Monday-Friday, Saturday or Sunday 9:00AM-5:30PM
• Schedule will be set, with rotating weekends
• Willing to work overtime as needed

Requirements:

• High School diploma or equivalent
• 1-2 years of Concierge experience
• 2-3+ years in a customer-service-focused environment (retail, hospitality, or food/beverage); high-volume call center experience preferred
• Knowledge of SalesForce and STORIS is a plus
• Proficiency in Microsoft Suite and ability to troubleshoot computer systems with minimal assistance
• Excellent communication, problem-solving, and follow-up skills
• Ability to thrive in a fast-paced environment, demonstrating prioritization skills and a high sense of urgency
• Creative problem-solver who takes on difficult challenges
• Ability to work independently and as part of 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.

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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