Client Services Associate, Beckett

About the role

The Client Services Associates Concierges play a crucial role in providing exceptional customer service to collectors worldwide. They handle drop-off orders, assist with employee submissions, and manage customer care emails. Approximately 40% of the role involves travel to various shows and special events.

Responsibilities

• Inform prospective and existing customers about company services, memberships, procedures, policies, and promotions
• Schedule drop-offs with customers to organize the flow of products to the Collectors facility
• Work with Security and/or Sales for high-value submissions
• Attend to VIP submitters to ensure a top-notch guest experience
• Absorb inquiries on orders and pricing during drop-offs, ensuring accurate submission forms, proper handling of items, and delivery to the Receiving department for order entry
• Collaborate with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders Results, and Shipping to resolve customer issues, including addressing submission form errors, updating addresses or shipping details, and providing order status updates
• Work with Finance to resolve payment processing issues
• Research and resolve complaints or issues according to company policies and procedures
• Follow up on questions, complaints, and issues via phone and email
• Alert Marketing to opportunities for sharing success stories and collecting testimonials
• Coordinate pickups with customers to ensure a smooth transaction
• Provide feedback on the outcomes of submissions
• Handle general customer care emails and inquiries during downtime
• Represent the company at trade shows to assist with order processing
• Strive to earn praise from customers through email, written correspondence, live chat, and social media
• Keep the workspace and visitor waiting area tidy and stocked with necessary supplies
• Manage the pickup room daily, including making calls to dealers/customers for timely pickups

Requirements

• Valid driver's license (required)
• Preferred: Valid passport
• Able to travel up to 40% of the time
• Able to work onsite in the office 5 days per week
• Associates Degree or equivalent preferred
• 4+ years of Customer Care/hospitality experience
• Understanding and relaying company policies and procedures
• Clear and persuasive communication skills
• Interpersonal skills: Focuses on solving conflicts, maintains confidentiality, listens actively, and supports team efforts
• Teamwork: Balances team and individual responsibilities, exhibits objectivity, and contributes to a positive team spirit
• Problem-solving: Identifies and resolves problems effectively
• Representation: Positively represents the company at all times
• Computer proficiency: Familiarity with Navision, Grading System Manifesting/Order Processing, Zendesk, Ring Central, Slack, and Google Docs
• Attention to detail: Critical for handling submissions and managing customer care

Qualifications

• Ability to work well with a diverse team of Collectors Team members
• Physical requirements: Computer use, hand use, hearing requirements, lifting/carrying, phone answering, sitting/standing

Skills

• Customer service skills
• Communication skills
• Problem-solving skills
• Time management skills
• Attention to detail

Benefits

• Health insurance
• Additional benefits: Fertility assistance, commuter assistance, educational assistance, 401(k) matching plan
• Holiday pay
• Employee discounts
• Flexible hours

Pay

The reasonable estimated hourly rate for this position is $21.50. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience, and skill set.

Schedule

Hourly rate: $21.50