Head of Client Services

Bonhams•New York, NY

About The Position

Bonhams is a global auction house with an 18th century heritage poised for transformative change. Our global operations are based in London, Paris, New York, Los Angeles, and Hong Kong where we sell in over 60 categories, including motor cars, paintings, jewelry, and entertainment memorabilia. Our employees are passionate about their work, and we pride ourselves on a bespoke approach that aims to make every client feel important. Bonhams is an Equal Opportunity Employer. As part of our commitment to fight for equality, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.

Requirements

Minimum of eight years of experience in Client Services and at least three years of people management experience including completing performance reviews and offering feedback for improvement to your team
Excellent written, verbal communication, and networking skills
Detail-oriented, well-organized manager
Ability to prioritize and meet strict scheduled deadlines
Computer proficient, and able to work within the Microsoft Office Suite
Ability to travel occasionally domestically

Responsibilities

Provide leadership to the Client Services team in the US and collaborate with the Client Services Supervisors in New York, California, and Massachusetts on staffing and processes
Centralize processes and procedures for all front of house staff in New York, California, and Massachusetts with a focus process improvement and efficiency
Lead and develop all training needs for the department
Ensure that the waiting time is kept to a minimum for clients/customers
Successfully manage and resolve all client queries in a timely manner to ensure exceptional service
Responsible for all the recruitment for the client services department
Assist in all aspects of sales, bids, registration, etc.
Ensure that client services liaise with collections, operations, and shipping departments as needed
Provide input and recommendations internally regarding service failures
Ensure that the highest service level is provided to clients
Demonstrate dedication to professional development and stay current on strategic improvements in customer service, sales, and supervisory procedures and practices
Report and resolve complaints and ensure communication on resolution steps
Work alongside the London team to implement centralization of processes
Direct responsibility for all the staff in this area
Work internationally in establishing processes for the centralized bids department
Ensure that the waiting time for clients/customers is kept to a minimum
Make certain that the department is operating effectively
Ensure that everyone on the Client Services team is well trained in all the processes in relation to Cashiering
Work with buyer and vendor queries in person, by phone and email
Dealing with internal as well as external queries
Own the process of recording and depositing incoming payments through the banking system
In addition to the tasks and responsibilities listed, you may be required to perform other duties as assigned by your manager.

Benefits

Excellent medical, dental and vision insurance – HMO, EPO, PPO with FSA and HSA
20 days paid time off (PTO)
12 paid holidays and holiday break from Christmas to New Years Day
16 weeks fully paid parental leave and flexible work arrangements
401(k) retirement plan with company contribution
Life insurance with AD&D
Short- and long-term disability
Tuition reimbursement
Commuter benefits (transit and parking)
Employee assistance program (EAP)
Professional development: free online training and expansive content library
Employee resource groups: social club, diversity committee, mentorship program
Sponsored socials: annual staff art exhibition, annual summer and holiday parties, weekly breakfast
Bonhams participates in E-Verify.