Job Description

Arhaus is looking for a skilled Floor Manager who can lead our representatives to better performance and improve service quality. The Floor Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers.

The Floor Manager plays a pivotal role in elevating the performance of our Client Services Representatives and optimizing call center operations. This leader is observant, detail-oriented, and deeply attuned to our business, products, and the real-time challenges faced on the floor. Their mission: drive solutions, empower the team, and ensure every customer interaction reflects our commitment to excellence.

Schedule & Flexibility Department hours span 7:00 AM to 10:00 PM, Monday through Saturday , with Sunday coverage based on business needs . As Floor Manager, flexibility within this range is essential to ensure consistent support and coverage.

Core Competencies:

Solution-Oriented Leadership

• Guide representatives through complex calls and customer concerns, stepping in when escalation is needed.
• Collaborate with Training and other leaders to shape call center goals that balance efficiency with service excellence.
• Build and manage schedules to ensure optimal coverage across all shifts.
• Monitor productivity metrics and benchmark performance to identify opportunities for improvement.
• Analyze weekly, monthly, and annual data to drive informed decisions and elevate team outcomes.

Empowerment & Engagement

• Lead energizing team huddles and coaching sessions that motivate and align.
• Foster a culture of accountability and pride in delivering exceptional service.
• Encourage and support staff in meeting—and exceeding—performance goals.
• Serve as a hands-on coach, helping representatives grow in confidence and capability.

Clear & Effective Communication

• Maintain close, consistent contact with team members to ensure customer needs are met with professionalism and care.
• Organize and oversee daily task execution to keep the team focused and productive.
• Reinforce company policies and standards to ensure consistency and compliance.
• Prepare performance reports and escalate issues to senior management as needed.

Requirements:

• Education: Bachelor’s degree required
• 5+ years in a customer service management role required, with a proven track record of leading high-performing teams.
• 3+ years managing supervisors in a call center environment
• Customer-Centric Mindset: Exceptional interpersonal and customer service skills, with a natural ability to resolve conflicts and build rapport.
• Communication Excellence: Strong verbal and written communication skills, with a professional and courteous phone presence.
• Composure Under Pressure: Skilled at multitasking and maintaining calm during high-volume or high-stress situations.
• Leadership & Coaching: Proven ability to motivate, coach, and lead teams toward shared goals.
• Operational Awareness: Familiarity with management principles and a solid understanding of our products, services, and policies.
• Detail-Oriented Decision Maker: Decisive, observant, and meticulous in execution.

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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