Job Description
Customer Care Representative (remote, US Based only, 10 am - 7 pm Eastern, Tuesday - Saturday)
WHO WE ARE:
Headquartered in Boston and with a team spread across the globe, Invaluable is the world’s leading online auction marketplace for bidding and buying fine art, antiques, and collectibles. Invaluable enables more than 4 million collectors worldwide to discover and purchase one-of-a-kind works with confidence and convenience from over 5,000 premier traditional auction houses.
We have a full time role on our Customer Care team working Tuesday through Saturday, 10 am-7pm Eastern Time.
If you are passionate about delivering exceptional customer service and enjoy working with both the supply (B2B) and the demand side (B2C) of a two-sided marketplace, please apply today. We believe in fostering inclusion, acceptance and understanding in our community and look for individuals who bring unique perspectives to our company. All interested individuals, including people of all races and national origin, people of all ages, people of all religions, people with or without disabilities and/or people with any gender identity and sexual orientation, are urged to apply.
THE ROLE: Customer Care Representative – 10 am-7 pm Eastern, Tuesday through Saturday, US-based, remote. Must be able to work on Saturdays every weekend.
Location: US Located, work from home.
Role Description.
This work from home position entails helping our clients (auction houses as well as bidders and buyers) through phone, email, and chat, working through various questions, and troubleshooting processes. From initial onboarding to general day-to-day enquiries, we are looking for a candidate with experience as a customer service representative and is highly customer service oriented with a proactive and friendly business personality. The ideal candidate will have an online, e-commerce, customer service background with relevant customer service work experience and strong computer skills with a friendly demeanor.
Your proficiency with the Invaluable platform will be essential as you guide our customers in learning effective ways to run their auctions, bid on items and more! We will train the right person on our platform.
Your goal will be to delight our customers and send them away happy with greater knowledge and a smile!
RESPONSIBILITIES:
Provide world-class service to our auction houses and bidders via phone, email, and chat
Be committed to accuracy
Own customer issues and escalate to the right channels when needed
Provide instruction and tutorials about our service to existing customers
Learn and become an expert on Invaluable’s features and processes and maintain exceptional knowledge of the product as it evolves
Locate a customer’s account information on multiple platforms, ask relevant questions to understand and reproduce an issue, provide an answer, or suggest alternative solutions and document your interactions fully
Represent the voice of our customers by interfacing and collaborating with other internal teams when appropriate
SKILLS AND ABILITIES:
Computer savvy with Microsoft Office Applications expertise (Outlook, Excel, Word and Slack)
Proven problem-solving skills
Detail oriented, able to meet deadlines, multi-task and be able to work independently
Excellent written and verbal communication skills
Payment processing experience a big plus
Experience using Salesforce a plus
REQUIREMENTS:
Minimum two years' work experience, ideally providing customer service via email, phone, and chat
Demonstrated aptitude and love of providing exceptional, detail-oriented customer service
Embody a natural enthusiasm for resolving problems and helping people
Communicate thoughtfully in both written and verbal conversations
Ability to dive deep and learn new technology quickly
Stamina and focus to provide support to dozens of customers per day with a smile
Comfortable wearing many different hats and juggling conversations between channels
Challenge-driven and enjoys solving new problems everyday
Sense of humor preferred!
Hours: 10am - 7pm Eastern Time, Tuesday - Saturday.
EQUAL OPPORTUNITY EMPLOYER
Invaluable is an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.
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