Customer Care Representative, PSA (Work Onsite) at Collectors

Santa Ana, California, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Collectibles, Trading CardsIndustries

Requirements

2 years of customer service experience, preferably within a call center environment
Fluent in English with ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence
Fluency in other written and spoken languages is a plus
Google Docs, DialPad, SalesForce, Slack experience preferred
Familiarity with standard concepts, practices, and procedures within the field
Ability to understand and relay company policies and procedures
Excellent oral communication skills: speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
Responds to customer letters, emails, social media posts, Live Chat, and message board posts in a professional, clear manner
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
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

Responsibilities

Provide timely responses to customer inquiries over the phone while meeting standard call center metrics
Respond and resolve concerns received from customers via written correspondence, email, social media, Live Chat, and through Collectors message boards
Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
Sell and place orders for memberships and supplies
Research and resolve complaints or issues according to company policies and procedures
Make calls to follow up on questions, complaints, and issues
Participate in outbound call campaigns to retain and engage customers
Attend trade shows as company representative to assist in order processing with submissions
Provide general office support
Strive to earn praise from customers regarding high quality care via email, written correspondence, Live Chat, and social media

Skills

Key technologies and capabilities for this role

Customer ServicePhone SupportEmail CommunicationSocial Media SupportLive ChatWritten CorrespondenceCall Center Metrics

Questions & Answers

Common questions about this position

Is this position remote or onsite?

This is a full-time onsite position requiring you to work 5 days a week from the Santa Ana, CA headquarters.

What is the salary for this Customer Care Representative role?

This information is not specified in the job description.

What skills and experience are required for this role?

You need 2 years of customer service experience, preferably in a call center, fluency in English with strong reading, writing, and comprehension skills, and familiarity with Google Docs and DialPad. Fluency in other languages is a plus.

What does the PSA Customer Care team do?

The team provides world-class customer care to PSA customers worldwide, handling inquiries via phone, email, social media, Live Chat, message boards, and in person when needed, while resolving concerns and promoting services.

What makes a strong candidate for this Customer Care Representative position?

Candidates with 2+ years of call center customer service experience, English fluency, and the ability to meet call center metrics while earning customer praise through high-quality service via multiple channels stand out.

Collectors

Authenticates and grades collectibles items

About Collectors

Collectors.com specializes in the authentication and grading of valuable collectibles, including coins, sports cards, and memorabilia. The company assesses the condition and authenticity of these items, which is essential for determining their market value. Using advanced technologies like computer vision and machine learning, Collectors.com automates the grading process, enhancing both speed and accuracy. This service is crucial for individual collectors, dealers, and investors who want to ensure the quality of their items. Unlike many competitors, Collectors.com not only provides grading services but also offers a subscription model for access to valuable data insights on collectible prices and trends. The company's goal is to support the growing demand for collectible authentication while ensuring employee well-being through competitive benefits.

Santa Ana, CaliforniaHeadquarters

1986Year Founded

$100MTotal Funding

POST_IPO_DEBTCompany Stage

Data & Analytics, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Health Insurance

401(K) Company Match

Paid Vacation

Paid Holidays

Employee Discounts

Flexible Work Hours

Fun Working Environment

Risks

Rising competition from Beckett Grading Services threatens market share.

Counterfeit collectibles pose a threat to Collectors' credibility.

Economic downturns may reduce demand for Collectors' services.

Differentiation

Collectors integrates AI and machine learning for precise grading and authentication.

Partnerships with eBay and GameStop enhance Collectors' market reach and service offerings.

Collectors offers a comprehensive marketplace with grading, vaulting, and selling services.

Upsides

Increased interest in digital collectibles boosts demand for authentication services.

Fractional ownership trends create new opportunities for grading and authentication.

Growing popularity of online marketplaces expands Collectors' service reach.

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