Senior Client Service Representative
Location: New York New York
Description: Christie's is employing Senior Client Service Representative right now, this position will be placed in New York. More details about this position opportunity kindly read the description below. Position Summary:
The Senior Client Service Center Representative is a leadership position in a busy environment with a primary focus on Client Service. The Senior Representative ! will demonstrate a strong commitment to excellent service to our clients, including skilled resolution of complex client issues; a firm understanding of business issues and processes; of worldwide staff and their responsibilities; and of website features and functionality. This staff member will lead by example in embodying Christie’s Global Client Service Standards and Service Beliefs, and will motivate and coach team members to achieve high standards and to adjust to new demands in the working environment. This position will also support the team’s cross-training and support of the Front Counter, participation in online bid clerking, telephone bidding, assistance to evening sales and other related activities.
Responsibility Data
(Duties include but are not limited to the following):
Work to ensure that global standards of service are maintained, through coaching, monitoring and performance management
Work with Client Service Super! visors to train and maintain Global Client Service Standards, ! Core Values and Service Beliefs; train new staff and coach existing staff to handle telephone calls, emails, the auction estimates system, and, through cross-training with Front Counter, face to face interactions, with goals of maximum skill and accuracy to enhance profitability
Support Comments program by ensuring thatCSCteam enter information from direct client interactions daily, handle surveys promptly, enter information correctly, solve issues and close Comments in a timely fashion.
Conduct regular meetings to ensure that all members of team are informed of staff/procedural changes and upcoming events and participate withCSCin meetings with the Front Counter
Coordinate updates to Client Service Manual withLondonand oversee US updates
Work with managers to coordinate and supervise the handling of responsibilities shared with the London Client Service Centre
Work with Assistant Front of House Manager to schedule staff for adeq! uate sale coverage and to maximize profitability
RepresentClientServiceCenterin meetings with Admins, regional representatives and other related groups, including liaising with IT regarding website problems
Participate in hiring process
Work with Assistant Front of House Manager in 30/60/90 day reviews for new staff, annual performance reviews and any necessary performance management issues
Participate in handling complex business related issues, including escalated calls
Support client service change and assist in management of special projects and continuous improvement initiatives
Prepare monthly KPI report and research any fluctuations in service
Supervise the handling of worldwide emails, based on firm knowledge of staff, departments, resources and procedures at Christie’s worldwide locations
Supervise the Auction Estimates process to achieve maximum consignments â€" review property requests and ! recommend locations, departments and specialists to review based on kno! wledge of range of property sold worldwide; correctly prioritize requests to maximize profitability; advise on descriptive property name based on Christie’s vocabulary
Oversee staff in providing advanced help to clients with LotFinder, online bidding and other website issues, based on knowledge of website and of Christie’s practices worldwide
Other duties as assigned by Manager
Skills & Qualifications:
Bachelor’s degree preferred, or equivalent work experience
Knowledge of and enthusiasm for fine and decorative arts (preferably BA in Art History)
Working knowledge of at least one foreign language preferred
Track record of consistently high level of client service and ability to lead others to do the same by example and by coaching
Demonstrated ability to reflect the image and standards of Christie’s in all situations
Willingness to work well as both a team leader and a team member and! to promote team effectiveness and enthusiasm
Consistently professional and gracious telephone manner
Excellent oral and written communication skills
Moderate computer skills (PC and internet)
Good listening skills with high level of patience
Demonstrated people skills with interest in working with a wide variety of people
Ability to model calmness in pressured environment and with the most challenging clients
Detail oriented and a high degree of organization with the ability to multi-task, prioritize, follow up promptly
Desire to learn and take on new challenges
Ability to set example of regular and punctual attendance
Flexible approach to work; ability to work professionally and responsibly with all departments within the client service delivery chain
Willingness to confer with manager to clarify priorities
Willingness to accept assignments with positive, team-orien! ted attitude
Efficient work manner with aim of delivering high! quality service to clients and colleagues
Ability to master Christie’s systems, including Siebel, Property, intranet and internet
Willingness to help plan and assist in preparation of department reports
Ability to focus for long periods in front of PC and on telephone
Ability to work flexible hours, including evenings and weekends for sale coverage
Physical Requirements:
Ability to work at computer screen for long periods
Position will require quick typing speed
Ability to use headset to answer telephone calls
Ability to sit comfortably for long periods in front of computer screen
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Christie's.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Sat, 20 Apr 2013 22:34:37 GMT