Customer Care Representative, Collectors
Professional Sports Authenticator
The hourly range for this position is $17.50-$19.50. Entry level operations positions generally start at an hourly rate of $17
More information about location
5 days a week in office (Santa Ana, CA)
Authentication & sale services for high-value collectibles
Be an early applicant
Authentication & sale services for high-value collectibles
501-1000 employees
Be an early applicant
The hourly range for this position is $17.50-$19.50. Entry level operations positions generally start at an hourly rate of $17
More information about location
5 days a week in office (Santa Ana, CA)
501-1000 employees
Company mission
To help collectors pursue their passion through industry leading grading and authentication, tools to help collectors research and find the next big thing, and marketplaces to buy and sell.
Role
Who you are
- Associates Degree or equivalent preferred and/or 2+ years customer service/hospitality/retail experience
- Fluent in English. 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 preferred
- Familiarity with standard concepts, practices, and procedures within our particular field
- Ability to understand and relay company policies and procedures
- 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
- Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
- Hand Use: Regular hand use for various tasks
- Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
- Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
- Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
- Sitting or Standing: Ability to sit or stand for extended periods of time
What the job involves
- We’re always on the lookout for PSA Customer Care Representatives throughout the year to join our PSA Customer Care team to provide world class customer care to our customers around the world
- You’ll answer customer inquiries for Collectors supporting PSA. As a Customer Care Representative, you will provide service information while resolving customer concerns over the phone, through email, on social media, through Live Chat, on Collectors message boards and in person when needed
- You'll report to the PSA Customer Care Manager
- 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
- 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
- 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 and objectives; supports everyone’s efforts to succeed
- 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
- Identifies and resolves problems in a timely manner; works well in group problem solving situations
Our take
Collectors offers a range of services for the collectibles industry including authentication and grading, collectibles research and sourcing tools, and a buy-and-sell marketplace. The industry is going through a huge renaissance, with a particularly high demand for sports and trading games cards, and Collectors has come to the fore as a major name.
While other big companies in the space include Fanatics and Steiner Sports, the fact that Collectors’ is more than a marketplace serves it well. Indeed, its most popular services appear to be grading and authentication, as well as storage vault services.
Collectors’ recent past has been very interesting to watch, as a 2021 acquisition led by current CEO Nat Turner unified the various brands of the former Collectors Universe, which was then relaunched as its current all-in-one platform.
It’s proving to be a shrewd move, as the “new” company’s first fundraise totaled $100 million, followed by an extra $123 million in post-IPO debt funding in 2023. With the collectibles industry forecast to double in value to be worth as much as $700 billion by end of the decade, Collectors is putting itself in a position of serious strength.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Company benefits
- Employee Discounts: Be your own customer. Receive discounts on select grading services for approved submissions.
- 401(K) Matching Plan: Invest in your future with our competitive 401k matching plan.
- Health Insurance: Collectors offers medical, dental, and vision for you and your family’s well being.
- Vacation/Paid Time Off: Enjoy time away from work with paid vacation for full-time employees.
- Holiday Pay: All regular, full-time employees are eligible for 10 company paid holidays.
- Flexible Hours: Flexible schedules with varying shifts are available to accommodate your needs.
Company values
- Lead With Integrity - We do the right thing, even when no one is looking. Trust is our brand and we will always make the honest and ethical decision, not necessarily the most profitable one. We are committed to intellectual and interpersonal honesty
- Collector Obsession - Serving the collector is where everything starts. Our business interests will follow if we always put the collector first and work backwards from their needs
- Every Item is Special - Our customers are trusting us with their most prized possessions. No matter the value, every item deserves to be treated the same way. Be efficient, but don’t rush
- Get It Right - Accuracy and consistency is our product. From receiving all the way through shipping, and most importantly authentication and grading, we simply have to get it right. We insist on the highest standards in the industry and “sweat the small stuff” in all areas of the operation
- Bring Out the Best in Everyone - We create an environment conducive to a long-term career by investing in our people and fostering a culture of continuous learning. We seek out and listen to diverse perspectives. We encourage our employees to be curious, finding opportunities to learn and grow their skills. And we expect our experts to share their knowledge
- Be Kind - We lead with kindness and treat others with respect. We always assume positive intent, and are constructive and respectful when providing feedback. We display empathy, seeking to understand the perspectives of others. We respect and encourage different and diverse opinions, creating an inclusive environment
- Start With Why - When solving a problem, first share relevant context and ensure others understand the goal, the problem and why it needs to be solved. The problem should be broken down into foundational truths, knowing and agreeing upon the facts, and providing accurate data to help find a solution. We question assumptions and don’t assume they are fact without proof
- Seek Feedback Early and Often - Be open to feedback early and often with any project, process, or idea. The earlier feedback is received, the sooner it can be incorporated. For example, demo products or share documents at an uncomfortably early stage to ensure they are tested and dogfooded
- Put the Skunk on the Table - Bad news should be shared as early as possible. We encourage our employees to talk about the uncomfortable things, as bad news only smells worse over time with no action taken. Be transparent about what is not working and create opportunities to solve problems quickly rather than letting them fester
- Play to Win the Game - We encourage risk-taking and long-term thinking. We must think “yes” before we think “no,” exploring how something might work, not why it can’t. Think in the long-term— “How will this benefit the customer in 5+ years?” Remember: If we don’t take risks, someone else will. Our competitors want to win the game too
Company HQ
Santa Ana, CA
Articles
Leadership
Nat Turner
(CEO, not founder)Angel investor and well-known sports card collector. As well as being CEO of Collectors, is a board member at OneOncology and former board member at health companies Sema4 and Clover Health. Co-founded and led Flatiron Health (Acquired by Roche) from 2012 - 2022.
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