Client Services Associate, Collectors
The reasonable estimated hourly rate for this position is $22.50
Office located in Jersey City, NY
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 reasonable estimated hourly rate for this position is $22.50
Office located in Jersey City, NY
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 4+ years Customer Care/hospitality experience
- Ability to understand and relay company policies and procedures
- Familiarity with standard concepts, practices, and procedures within our particular field
- Communicates 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 skills
- 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
- 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
- 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, Zendesk, Ring Central, 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
- 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 looking for a Client Services Associate to join our Customer Experience team to provide world class customer care to our customers around the world. This role will work directly with customers in person to assist with drop off orders for PSA, PCGS, PSA/DNA, and WATA
- They will help shepherd through those orders keeping the customer abreast of any issues that happen along the way up through order fulfillment and pickup. They will also assist with employee submissions as well
- Associates will assist with general customer care emails and order assistance during downtime
- You’ll report to our Customer Experience Supervisor and work from our Jersey City, New Jersey office
- Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
- Schedule drop offs with customers to allow there to be an organized flow of customers and products to the Collectors facility
- Work with Security and/or Sales if there is a high value submission taking place
- Attend to onsite VIP submitters to ensure a first class guest experience
- 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
- 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, 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
- 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 pickups with customers and insure a smooth transaction during those pickups
- Be able to answer questions on the outcome of the submissions
- Assist with Customer Care emails and general inquiries during down time
- Attend trade shows as company representative to assist in order processing with submissions (optional)
- 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
- Representatives will be responsible for keeping their workspace and visitor waiting area tidy and well-stocked with necessary supplies
- Organize and manage the pickup 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 pickups
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 HQ
Santa Ana, CA
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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