Client Services Level 3 Trainer

We are seeking a motivated and enthusiastic Client Services Trainer to join our dynamic team at Arhaus, where you will play a key role in shaping the future of our Client Services team. This position offers an exciting opportunity to work in a fast-paced call center environment and support the development of our team.  As a Client Services Trainer, you will be responsible for facilitating our training program to ensure that our representatives are equipped with the skills and knowledge necessary to deliver outstanding service to our clients.

Essential Duties & Responsibilities:

Key fundamental skill sets for this role will be:

·         Equip representatives with the requirements needed to effectively interact with customers and be proficient in applications, resolution strategies, product knowledge and soft skills.

·         Assist in the preparation and execution of training materials for new hires and existing client service representatives.

·         Conduct role-playing exercises, simulations, and training sessions to ensure agents are fully prepared to handle client inquiries effectively.

·         Facilitate continued education with existing representatives

·         Observe and evaluate agents’ performance, providing constructive feedback to help them improve their communication and problem-solving skills.

·         Support the creation of training manuals, FAQs, and other resources to enhance agents' performance.

·         Help facilitate onboarding for new employees, ensuring a smooth transition into their roles.

·         Assist in tracking the progress of trainees and provide progress reports to management.

·         Answer questions and provide coaching to client service representatives regarding best practices, product knowledge, and company policies.

·         Collaborate with senior trainers and management to identify areas for improvement in training programs.

·         Stay up to date with new product offerings, updates to policies, and client service technologies to keep training materials current.

·         Participate in team meetings and contribute to the development of strategies that enhance training effectiveness and employee engagement.

·         Must be able to speak to and lead training teams while keeping trainees on task.

Requirements:

·         High school diploma or equivalent; Associate’s or Bachelor’s degree in a related field is a plus.

·         1-2 years of experience with training or mentoring colleagues in a client service or retail environment is required.

·         Familiarity with learning management systems (LMS) or training software is preferred.

·         Knowledge of retail industry best practices and client service standards is a highly valued.

·         Strong communication and interpersonal skills, with the ability to explain concepts clearly and effectively.

·         Excellent listening skills and patience when assisting others.

·         Ability to work in a fast-paced, high-pressure environment while maintaining a positive attitude.

·         Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

·         Strong organizational skills with attention to detail.

·         Ability to work both independently and as part of a team.

·         A passion for helping others succeed and grow.