Client Services Senior Auction Expert
Overview
cMarket, the leading provider of online auction services to the charitable fundraising industry, seeks an intelligent, motivated and customer-centric individual to join our growing Client Services team as an Auction Expert. In this unique opportunity the chosen candidate will provide customer support and premium services to our clients.
Success for this position is based on contributing to high-yield outcomes of auctions, repeat business and high customer satisfaction. Additional success factors include outstanding client feedback and internal satisfaction with teamwork capabilities.
The successful candidate will need to be extremely creative, sharply focused on the position's success factors and possess the ability to operate effectively across multiple functional areas of responsibility. The successful candidate must also be able to devote the time and effort required to accomplish the goals of the position. It's a very rewarding, fast-paced, multi tasking environment.
Position Responsibilities
| > | Provide proactive monitoring and assistance to customers |
| > | Respond to inbound support inquiries, including phone, email and chat |
| > | Deliver premium auction project management services to customers |
| > | Provide creative ideas for additional services |
| > | Perform online Web-based customer training |
| > | Contribute to online customer-facing knowledgebase |
| > | Continually devise process efficiencies |
| > | Contribute to the development of the entire Client Services team |
| > | Provide customer advocacy and ensure product requests are processed |
| > | Other duties as required |
Requirements
| > | Excellent follow through |
| > | Superior troubleshooting skills |
| > | Warm, professional verbal personal demeanor and instructional manor |
| > | Superior verbal, written and interpersonal communication skills |
| > | Track record of successfully managing multiple, concurrent projects |
| > | Excellent decision making, human relations, time-management and organizational skills |
| > | Ability to resolve problems in a timely manner |
| > | Ability prioritize and meet deadlines in a fast paced envionment |
| > | Strong sense of initiative and ability to work flexible hours, including weekend on-call time |
| > | Demonstrable ability to think creatively |
| > | Bachelor's degree required |
| > | Minimum of 3 year customer support experience in a technical or semi-technical environment preferred |
| > | Experience in phone, email and chat communications |
| > | Experience with knowledgebase applications |
| > | Significant WWW user, knowledge of web browser settings and operation |
| > | Strong knowledge of Microsoft Office applications |
| > | Working knowledge of HTML |
| > | Working knowledge of image-editing appliacations a plus |
| > | Experience with auctions or online auctions a plus |
| > | Prior experience in nonprofit development and/or program management function with fundraising and volunteer management responsibility is a plus |
To apply for this position please send a resume to Dave Mello.
