Client Services Associate Lead

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 PSA Client Services Associate Lead to join our Sales 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. Lead Client Services Associates will also assist with employee submissions as well. Lead will take a leadership role in the department for CA and NJ working closely with the Customer Experience Supervisor and Director of Customer Experience to drive process improvements, increase revenue and encourage customer loyalty to PSA.

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

What You'll Do:

• Assign daily job duties to the Concierge team and provide support for fellow team members.
• Responsible for handling escalated calls, emails, social media inquiries and live interactions with customers at events
• Work extremely closely with the Sales team to help out when they have staff out and to support their customers.
• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions - Actively soliciting new business
• Work to consistently improve the drop-offs and pass-back process for customers to allow there to be an organized flow of customers and products at Collectors headquarters
• Handle issues with dealers who are not assigned a sales representative or who have a sales representative who is out of the office 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 possibly handling tours for these 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
• Share ideas for process improvements for the submission process with the leadership team
• Assist customers with account changes, order inquiries, status updates, update aging reports 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
• 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 ensure 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 downtime that will encourage submissions
• Attend trade shows as a 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 more significant events
• Representatives will strive to earn praise from customers regarding the high quality care they provide via email, written correspondence, and social media, in particular
• 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:

• Associates Degree or equivalent preferred and/or 4 years sales, customer care or hospitality experience.
• Fluency in other written and spoken languages is a plus.
• Computer Skills: Google Docs, DialPad, Salesforce, Slack preferred
• 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, 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, DialPad, Slack and Google Docs
• Attention to detail is critical in this role with the representative exhibiting solid problem solving abilities
• Ability to work well with a cross-section of the Collectors Team

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