Customer Care Representative - US based only

Customer Care Representative (US only, Tuesday - Saturday)  
Who is Invaluable? 
Headquartered in Boston, 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 collectors from anywhere to discover and buy one-of-a-kind works with confidence and convenience from premier traditional auction houses globally.    
We have multiple full-time openings on our Customer Care team for experienced Customer Care professionals who have worked in the auction industry and enjoy working remotely from home.  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.  
 
What is the role? 
Customer Care Representative 
Where is the role located?   
The role is in the US and is 100% working from home, Tuesday - Saturday
 
What are the responsibilities of the role? 
Assist clients (auction houses as well as bidders and buyers) via phone, email, and chat, by answering questions and troubleshooting technical and non-technical issues. From onboarding new customers to general day-to-day enquiries, we are looking for a candidate with experience as a customer service representative and who is highly customer service-oriented, proactive and has a friendly phone and chat demeanor. The ideal candidate will have an online, e-commerce, customer service background, preferably in the auction industry, with strong technical skills. Your ability 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, leaving them feeling confident about using Invaluable to make their purchase or auction their items.  Specifically:

• Provide world-class service to our auction houses and bidders via phone, email, and chat   
• 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 solutions and document your interactions fully   
• Represent the voice of our customers by interfacing and collaborating with other internal teams when appropriate   
• Perform administrative tasks and take on special projects when needed

What are the skills needed to be successful in the role? 

• Computer savvy with Microsoft 365 Office ability (Outlook, Excel, Word)  
• Proven problem-solving skills   
• Committed to accuracy
• 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   
• Comfortable using Salesforce, Jira, Talkdesk, Looker and Slack also a plus  

What is the required experience to be considered as a candidate? 

• Minimum two years' experience in the auction industry, ideally providing customer service via email, phone, and chat   
• Demonstrated aptitude and love of providing exceptional, detail-oriented customer service   
• Ability to communicate thoughtfully in both written and verbal conversations   
• Tech savvy with the 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   
• Successful in a remote work environment with the proven ability to stay focused on the tasks at hand throughout the whole workday 
• Have a warm and approachable demeanor that can foster strong connections across a 100% remote team.   

What is the compensation range? $40,000- $46,000 USD
EQUAL OPPORTUNITY EMPLOYER   
Invaluable is an equal opportunity employer. We do not discriminate based on 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.