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    Customer Care Representative - Boston, United States - Invaluable

    Invaluable
    Invaluable Boston, United States

    3 weeks ago

    Default job background
    Full time
    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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