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Client Services Representative

Customer Support | New York, NY | Full Time

Job Description

About Us

LiveAuctioneers is the leading marketplace for fine art, collectibles, furniture, and jewelry. Our catalogs include everything from Picasso paintings to Michael Jackson's moonwalking shoes to NFL Super Bowl rings. In 2015, LiveAuctioneers helped facilitate over $3 billion of sales by connecting over one million of the world's most knowledgeable collectors with 5,000 passionate sellers of one-of-a-kind items.

The LiveAuctioneers management team has started and/or grown market-leading companies like Amazon, Seamless / Grubhub, 1stdibs, SinglePlatform and IBM. The company's most recent investment was led by Bessemer Venture Partners, early investors in hugely innovative companies like LinkedIn, Yelp, Skype, and Pinterest.

LiveAuctioneers was named a 2016 Red Herring Top 100 North America award winner, joining a prestigious list of past winners that includes Facebook, Twitter, Google, Yahoo, Skype and eBay. We were also voted as "One of the Best Places to Work in New York City" by Crain's New York Business for 2016 and 2017.

Job Summary

We are looking for someone who is passionate about delivering exceptional service and who can provide world-class client support to LiveAuctioneers’ buyers and sellers. This role is responsible for ensuring the success of clients’ online experience through phone, email, chat and working through various questions and troubleshooting processes – sometimes handling complex customer issues, conflict resolution, and eliminating roadblocks. At the end of the day, your aim is to wow our customers and leave them with greater knowledge and a smile.

Our Client Services Representatives are responsible for recognizing opportunities to offer additional assistance or product enhancements. Also, this role will intermingle with clients and other internal departments to provide information in response to cases regarding our website, user accounts, and services offered.

Core Responsibilities
Responsibilities include but are not limited to:

  • Provide world-class service to our clients & sellers via phone, chat and email

  • Process client auction data

  • Listen to customer needs and recommend appropriate and accurate solutions in a fast-paced environment

  • Identify, research, and resolve customer issues through available resources and escalate to appropriate channels when needed

  • Train clients to be self-sufficient in utilizing LiveAuctioneers’ website and online tools

  • Make courtesy calls/reminders to auction companies when important updates must be communicated

  • Provide monthly urgent call support for our sellers

Requirements

  • Able to respond promptly to inquiries via telephone, ticketing system and chat

  • Able to multi-task, i.e., prioritize and manage multiple inquiries simultaneously

  • Ability to work independently and efficiently to meet deadlines in a fast-paced, high-performance environment

  • Ability to listen to customer needs and recommend appropriate and accurate solutions in a

  • Excellent verbal and written communication skills

  • Ability to identify and extract key information from massive data files

  • 3+ Years of prior customer service experience

  • Work schedule Monday through Friday 9am - 6pm ET

  • Able to work overnight, weekend on-call shifts as needed (Candidates must be willing to work at least one weekend per month)

  • Must have valid drivers license

  • Willingness to travel 15% of the year

  • Minimum of a High School Diploma or GED and preferably 2 years of college

  • Strong technical aptitude including expertise with Office suites, web navigation, CRM tools (preferably Salesforce & Desk.com), and online conferencing software

  • Knowledge of LiveAuctioneers’ internal processes a PLUS

  • Auction House Experience a PLUS

  • Experience working as an account manager and/or marketing ad sales a PLUS

Perks

  • Competitive base salary

  • A great culture with catered lunches, happy hours, and events

  • Generous Vacation time

  • Company matched 401k

  • Healthcare and Dental Care

  • Fully stocked pantry

  • A team focused on creating an extremely social and engaging experience

  • A team of super stars who share your enthusiasm and passion for delivering quality support

  • A friendly, open and collaborative workspace