Job Description

Delivery Scheduling Lead - Night Shift

Providing best-in-class service to all clients, our Delivery Scheduler Supervisor acts as the voice of Arhaus as they support their team in coaching/mentoring ensuring the highest level of service is maintained. You will be responsible for a team taking calls from clients nationwide. Ideal candidates have experience in call centers, excellent interpersonal skills, and thrive in a fast-paced environment. Caring, compassionate, enthusiastic, solutions-oriented, and committed to providing outstanding service to all our clients. They also thrive on driving efficiency and results through supporting and coaching the team members they lead. This position is onsite at our Corporate Office in Boston Heights, OH, and will be for an 11:30 PM-8:00 PM shift Tuesday-Friday and Saturday 9:00 AM-5:30 PM.

Essential Duties & Responsibilities:

• Manage a team of 10+ Call center agents
• Distribution of daily assignments
• Maintain Scorecard's
• Daily Monitoring of agents' calls and performance
• Scheduling when needed
• Direct Actions Requested by Store / Regional Managers
• Review orders to determine the best possible solution / next steps
• Taking escalated calls when needed
• Ensure Scheduling team members are meeting KPIs by strategic planned / unplanned audits
• Source of information for the assigned Team, owning FAQ's and the client services knowledge base to ensure accurate and helpful information
• Perform continual coaching and development of the Delivery Scheduling team members, including partnering on Annual Performance Reviews
• Partners with the Head of Delivery, scheduling regularly, reporting out on team perforce
• Communicate across the Client Services team to identify and troubleshoot issues
• Ability to analyze data/metrics to identify trends and potential issues, relaying information and potential solutions to the Head of Client Services
• Other duties as assigned

Requirements:

• High School diploma or equivalent required
• 3-4+ years' customer-service-focused experience, in a call center environment, is required; preference to experience in retail, luxury, or hospitality
• 1-2+ years' experience in leading teams/management experience
• Knowledge of Excel and STORIS is preferred
• Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite preferred)
• Excellent communication, problem-solving, and follow-up skills
• Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency
• Takes on difficult challenges and finds creative solutions
• Demonstrated ability to work independently and within a team

• Benefits | Medical, Dental, Vision, 401K, FSA/HSA, Retirement Savings, Life, Disability
• Paid Time Off | Prorated Based on Hire Date
• Career Pathway | Opportunities for Advancement
• On-Site Medical Clinic, Cafeteria + Starbucks

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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