Customer Care Representative (US or UK only, flexible hours Monday - 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 or UK and is 100% working from home.

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. 

Invaluable

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Customer Care Representative - work from your home in the US or UK