Client Services Associate, PSA at Collectors

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Santa Ana, California, United States

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, WATA, Card Ladder, and the Long Beach Expo collectibles trade show.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,700 people across our headquarters in Santa Ana and offices in Jersey City, Seattle, Canada, Hong Kong, Paris, Shanghai, and Tokyo.

We’re looking for a Client Services Associate to join our Customer Care team to provide world class customer care to our dealers and VIP’s. This role will work directly with customers in-person to assist with drop-off orders for PSA, PSA/DNA, and WATA. Concierge staff will help shepherd through those orders keeping the customer abreast of any issues that happen along the way up through order fulfillment and pick-up. Concierge representatives will also assist with employee submissions as well. Representatives will assist with general customer outreach and engagement during downtime.

You will report to the Customer Experience Supervisor and work from our Santa Ana, CA office headquarters in-person each day Monday-Friday from 8:00 a.m. - 5:00 p.m. with opportunities for overtime as needed.

What You'll Do:

Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions - Actively soliciting new business
Schedule drop-offs with customers to allow there to be an organized flow of customers and products to the Collectors facility
Handle issues with dealers who are not assigned a sales representative to make sure they receive excellent customer care
Work with Security, Sales and PR if there is a high value submission taking place
Attend to onsite VIP submitters to ensure a first-class guest experience by developing engagement programs and schwag for important customers
Assist with inquiries on orders and pricing with customers at drop-off while ensuring all submission forms are accurately filled out, items properly handled, and orders delivered to the Receiving department for order entry
Assist customers with account changes, order inquiries, status updates and finance issues
Work with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders Results, and Shipping to assist with any customer issues, including but not limited to resolving submission form errors, operational errors, address or shipping updates, and order status inquiries
Work with Finance on any issues with payment processing
Research and resolve complaints or issues according to company policies and procedures
Activate employee roles and assist them with the submission process
Make calls to follow-up on questions, complaints and issues
Alert Marketing to opportunities to tell success stories from collectors, interview them, get photos for social media, etc.
Schedule pick-ups with customers and insure a smooth transaction during those appointments
Be able to answer questions on the outcome of the submissions
Assist with account development opportunities and finding new business during down time that will encourage submissions
Attend trade shows as company representative to assist in order processing with submissions, developing relationships with existing customers and prospecting for new customers
Assist with Public Days, Invitationals and larger events
Representatives will strive to earn praise from customers regarding the high quality care they provide via email, written correspondence, Live Chat and social media in particular
Assist with walk-in customers who do not have an appointment
Collaborate with other team members to develop process improvements to be put on the Product & Tech Roadmap or to be solved through the Hackathon.
Representatives will be responsible for keeping their workspace and visitor waiting area tidy and well-stocked with necessary supplies
Organize and manage the pick-up room daily, including but not limited to making calls to dealers/customers in advance of end of week or end of quarter to coordinate timely pick-ups

Who You Are:

Familiarity with standard concepts, practices, and procedures within our particular field
Friendly and outgoing
Excellent oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
Exceptional written communication - Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner
Interpersonal skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things
Ability to understand and relay company policies and procedures
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed
Customer Care - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, earns praise from customers
Problem solving - Identifies and resolves problems in a timely manner; works well in group problem solving situations
Representation - Positively represent the company at all times
Be versed in the following computer programs: Navision, Grading System Manifesting/Order Processing, DailPad, Salesforcel, Slack and Google Docs
Attention to detail is critical in this role with representative exhibiting solid problem solving abilities
Ability to work well with a cross section of the Collectors Team
Education and/or Experience: Associates Degree or equivalent preferred and/or 4+ years sales, customer care or hospitality experience.
Computer Skills: Google Docs, DialPad, Salesforce, Slack preferred

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform some of the essential functions.

While performing the duties of this job, the employee may be:

Sitting and/or standing for extended periods of time
Hearing and vision within normal ranges is essential for normal conversations, email correspondences, to receive ordinary information and to prepare, inspect and receive submissions.
Require heavy walking at times
Must be able to occasionally lift and/or move up to 50 pounds
Bend neck
Hand Use

Hourly Rate: The reasonable estimated hourly rate for this position is $21. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.

Reasons To Join Us:

Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits.
401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
Employee Discounts: Employees receive discounts on select grading services for approved submissions
Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Collectors may use e-verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to jobs@collectors.com.

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email people@collectors.com.

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

Explore other available openings at collectors.com/careers.

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $40,000 - $50,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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