Temporary Client Experience Representative

Sotheby's Institute of Art; New York (NY); On-site; USD 23,000 - 32,000; Full time

Job summary

Sotheby's is seeking a Temporary Client Experience Representative in New York to join the Client Experience team on a 6-month contract, full-time hours. The role manages daily client care via phone and email, delivering service that aligns with Sotheby's standards.

You will handle inquiries about estimates, accounts, exhibitions, and post-sale navigation, using Freshdesk-like systems to track cases, maintain records and resolve issues promptly with empathy and professionalism.

Qualifications

• Exceptional client service skills with attention to detail.
• Experience handling high volumes of client enquiries and tickets.
• Strong written and verbal communication.

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 elevate accordingly.
• Participate in ad hoc projects and initiatives as needed

Skills

Client service

Active listening

Empathy

Conflict resolution

Relationship management

Tools

Freshdesk

Job description

About Sotheby's

Established in 1744, Sotheby’s promotes access and ownership of exceptional art and luxury objects through auctions, private sales and retail. Our deep expertise across 70 selling categories is supported by a leading technology platform and a global network of specialists spanning 40 countries. Selling categories include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits and Design, as well as collectible cars and real estate through RM Sotheby’s and Concierge. Sotheby’s Financial Services is a leading art lender and provides capital solutions for collectors around the world, having originated more than $12 billion in loans since its inception. Sotheby’s new global headquarters is now open at the iconic Breuer building at 945 Madison Avenue in New York City.

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 elevate accordingly.
• Participate in ad hoc projects and initiatives as needed

Essential

IDEAL EXPERIENCE & COMPETENCIES

• 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.

The Company is an equal opportunity employer and considers all applicants for employment without regard to race (including, without limitation, traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law. The Company complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it operates.