Lead Delivery Scheduler

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 :

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 located onsite at our Corporate Office in Boston Heights, Ohio.

12 : 30 PM-9 : 00 PM Tuesday - Friday and Saturday 9 : 00 AM-5 : 30 PM

Essential Duties & Responsibilities :

• Manage a team of 10+ Call center agents
• Distribution of daily assignment’s
• 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 assigned Team, owning FAQ’s and client services knowledge base to ensure accurate and helpful information
• Perform continual coaching and development of Delivery Scheduling team members, including partnering on Annual Performance Reviews
• Partner’s with 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 Head of Client Services
• Benefits Medical, Dental, Vision, 401K, FSA / HSA, Retirement Savings, Life, Disability
• Paid Time Off Prorated Based on Hire Dat
• Career Pathway Opportunities for Advancement
• On-Site Medical Clinic, Cafeteria + Starbucks

Requirements :

High School diploma or equivalent required3-4+ years’ customer-service-focused experience, in a call center environment is required;

preference to experience in retail, luxury, or hospitality1-2+ years’ experience in leading teams / management experienceKnowledge of Excel and STORIS is preferredUnderstanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite preferred)Excellent communication, problem-solving, and follow-up skillsAbility to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgencyTakes on difficult challenges and finds creative solutionsDemonstrated 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.