Senior Customer Care Specialist, PCGS

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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We’re looking for a PCGS Senior Customer Care Specialist to join our PCGS Customer Care team to provide a high level of world class customer care experience to our customers around the world. Professional Coin Grading Service (PCGS) has been the industry standard for the third-party authentication and grading of coins and banknotes from all over the world. PCGS is the pioneer of major breakthroughs throughout the hobby that have forever changed the way collectibles are bought and sold. In addition to bringing confidence to collectors and dealers through a respected grading standard and strong guarantee, PCGS created the first competitive Set Registry platform, built the largest online encyclopedia of U.S. coin information, and revolutionized anti-counterfeiting technology. Together, these elements have created unprecedented public support for PCGS and international growth for the rare coin and banknote industries. PCGS also operates Certified Coin Exchange, the most robust online platform for dealer transactions. You’ll handle specialized customer inquiries, escalations, and claims support for the PCGS contact center 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 PCGS Customer Care Assistant Manager and work full-time onsite 5 days a week from our Santa Ana corporate headquarters Monday-Friday. Onsite Requirement: This role requires you to be onsite in the office 5 days per week. What You Will Do: 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 (optional) 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. Who You Are: Associates Degree or equivalent preferred and/or 4+ years of customer service/hospitality/retail experience (call center or contact center experience preferred) 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, Ring Central, 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 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 Physical Requirements: 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. Hourly Rate : The reasonable estimated hourly rate for this position is $26. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details. 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 Vacation: All full-time employees are eligible for paid vacation 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 Candidates must be authorized to work in the United States. Collectors uses 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 . 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 . 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 . If you are based in California, you can read information for California residents here .