Temporary Client Experience Representative

THE ROLE

• The Client Experience team is responsible for delivering exceptional customer service to our clients by acting as the primary point of contact for client enquiries. The Temporary Client Experience Representative will manage daily client care case volumes across telephone and email ticketing channels. The role requires individuals to work diligently, with extreme attention to detail, ensuring all client interactions are handled professionally, efficiently, and in accordance with Sotheby's service standards and SLAs. This is a 6-month contract working full-time hours weekly.  

RESPONSIBILITIES

• Serve as Brand Ambassador for the Company, portraying a warm, hospitable feeling for both current and prospective clients.
• Act as the primary point of contact for client enquiries received via telephone and email, including (but not limited to): auction estimate and valuation requests, account maintenance, exhibition hours and locations, bidding enquiries, department transfers, help navigating the post-sale process.
• Manage daily ticket volumes via Freshdesk, ensuring that all client cases are appropriately prioritized, actioned and resolved within established service level agreements.
• Maintain detailed and accurate records of client interactions and case activity.
• Deliver timely, professional and accurate communications that reflect Sotheby's client service standards.
• Handle client complaints, concerns and escalation requests with empathy, professionalism and a solution-oriented approach.
• Work collaboratively with specialists, finance, shipping and other operational teams to ensure seamless client outcomes.
• Identify service failures, operational issues, or recurring trends that may negatively impact the client experience and escalate accordingly.
• Participate in ad hoc projects and initiatives as needed

IDEAL EXPERIENCE & COMPETENCIES

Essential

• Exceptional client service skills with strong abilities in active listening, empathy, conflict resolution and relationship management.
• Demonstrable experience managing high volumes of client enquiries, cases or support tickets within a service-driven environment.
• Experience working against service level agreements and performance targets.
• Excellent written and verbal communication skills with outstanding attention to detail.
• Strong organizational skills, with the ability to prioritise competing client demands.
• Ability to remain calm, professional and solution-focused when handling challenging client situations.
• Experience collaborating across multiple departments to achieve positive client outcomes.

Desirable

• Experience using Freshdesk or similar case management/ticketing platforms.
• Knowledge of post-sale operations, payments, collections or logistics.
• SAP experience.
• Fine art, luxury goods or auction house experience.
• Foreign language(s) a plus.

The expected hourly rate for this position is $20.00/hour. Employees in this role may be expected to work overtime, and will receive additional pay at the applicable overtime rate. In addition to hourly wages and overtime, successful candidates will be eligible for benefits as required by law. Our offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.