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Client Services Director

4 months ago

Cincinnati, United States Everything But the House Full time

OUR STORY AND HOW YOU CAN HELP CONTRIBUTE

Everything But The House (EBTH) is a revolutionary marketplace, making it easier to find or sell

secondhand goods, headquartered in Cincinnati, OH. EBTH was born out of a passion for helping

people via a full-service approach to consignment; revolutionizing how homeowners, estate

managers, dealers and collectors connect with a world of shoppers seeking rare and wonderful

things. Each day the global auction platform unleashes an ever-changing assortment of art, jewelry,

fashion, collectibles, antiques and more, all with a starting bid of $1.

EBTH aspires to be the first stop for secondhand online. We stand behind our work and offer every

customer the "Uncommon Promise". If we don't uphold our end of the bargain, we'll do our best to

make it right.

We're seeking a Client Services Director who will be responsible for ensuring the success of EBTH's

Client Services team. This person will manage, train, drive strategic targets, and track the

performance of the Client Services team, both inbound and outbound, while driving EBTHs

commitment to client retention and customer satisfaction.

As a dynamic company, we move fast and seek to continuously improve - and while this will be a

very demanding position, you'll be surrounded by a passionate team of individuals who are dedicated

to the common goal of drastically changing the way personal property is sold, bought and moved

across the country - and we have a lot of fun while we're doing it. We're proud of our journey and

we're eager to share our story with shoppers, clients and consignors across the world

Discover everything uncommon at EBTH.COM.

TASKS YOU'LL BE JUGGLING

* Develop vision for Client Service, including processes, KPIs and other customer satisfaction goals and coordinate with the team to meet them on a consistent basis.
* Analyze and identify required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets.
* Manage the current flow of buyer issues (phone calls, emails, and inquiries generated through our website).
* Hold the Client Services team to high standards by measuring performance, clearly communicating expectations, and coaching when needed.
* Partner with other members of the senior leadership team (e.g. Technology, Operations) to request and provide feedback on systems and process improvements needed/desired.
* Administrative duties included but not limited to, coordinating schedules, adopting and utilizing CRM to manage activities of your team.
* Take escalations as they arise.
* Own NPS response process, partnering with departmental interdepartmental leaders to provide client resolution.
* Prepare and present regular reports on customer service performance, including customer satisfaction scores, response times, and issue resolution rates.
* Use data-driven insights to identify opportunities for service improvement and make informed business decisions.
* Other duties as assigned.

PEOPLE MANAGER RESPONSIBILITIES

Responsible for providing team members timely, candid and constructive performance feedback;

developing team members to their fullest potential and providing challenging opportunities that

enhance team member career growth; developing the appropriate talent pool to ensure adequate

bench strength and succession planning; recognizing and rewarding team members for

accomplishments. Additionally, this position will:

* Select, train, and develop an effective and efficient team, including:
* Interview applicants and select new team members;
* Supervise the department orientation and training of new team members;
* Approving time cards and time-off requests;
* Recommend salary increases, promotions, transfers, disciplinary actions and dismissals in conformance with company policy and procedures; and
* Conduct annual performance reviews.

CREDENTIALS WE ARE SEEKING

* Bachelor's degree in a related field or equivalent work experience.
* 5+ years management experience within customer experience, high-throughput call center, or related
* 3+ years working in an e-commerce environment.
* Solid knowledge of a mainstream CRM system (e.g. SFDC, ServiceNow).
* Strong understanding of customer service principles, practices, and industry trends.
* Proficient in standard office tools (e.g. MS Office, Google GSuite).
* Excellent communication skills.
* Critical thinking skills.
* Adaptability
* Positive Attitude

We are not providing relocation for this position and are only accepting applications for candidates who are located in Ohio and/or the Cincinnati, OH metropolitan area.

We are an equal opportunity employer with a commitment to diversity. All qualified individuals are encouraged to apply.

Applicants must be authorized to work lawfully in the United States for EBTH. EBTH does not provide sponsorship at this time.