What are the responsibilities and job description for the QUALITY ASSURANCE SPECIALIST, CUSTOMER CARE position at PSA?
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 Quality Assurance Specialist to join our Customer Care Team to help train and motivate representatives to improve the quality of their interactions with customers they talk to over the phone and message online. This role will work directly with managing Customer Care for the Collectors family of brands. They will actively look for ways to hire, train and motivate top talent to deliver world class customer care. They will work to develop the company's Customer Care Representatives to be successful in their jobs through regular audits of their work.
The candidate selected will report to the PSA Customer Care Manage and work onsite from our Santa Ana, CA office headquarters.
What You'll Do :
- Work with Customer Care Assistant Manager to achieve the goals for the department
- Actively listen to representative calls and review online correspondence to customers
- Schedule feedback meetings or send emails to representatives for STAR & STAR-AR updates
- Responsible for the training and coaching of new and existing employees
- Assign and delegate tasks and duties
- Research and resolve customer concerns, complaints, and pending issues
- Answer customer inquiries in person, on the phone, and through email
- Look for ways to improve process and give representatives the tools they need to be successful
- Display empathy for customer concerns and handle escalated situations in the best interest of the company and customer
- Follow pending items until they are resolved by contacting corresponding employees and / or departments
- Build customer rapport through an understanding of the 'collector' experience
- Contribute daily to team success by displaying a positive attitude when assisting customers and other employees
- Follow and support company policies and procedures
Who You Are :
Physical Requirements :
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.
Reasons To Join Us :
Roles advertised as remote eligible are not open to applicants in Colorado and may not be performed in Colorado.
Collectors may use 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 jobs@collectors.com.
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 jobs@collectors.com.
About Collectors
Collectors is the leading provider of value-added services to the collectible's markets. We authenticate and grade collectible coins, trading cards, video games, event tickets, autographs, and memorabilia through our subsidiaries, which include Professional Sports Authenticators (PSA), Professional Coin Grading Services (PCGS), Certified Coin Exchange (CCE), Wata, Card Ladder, Collectors Corner, Set Registry, Collectors.com, and the Long Beach Expo collectibles trade show. Since our founding in 1986, we have graded and authenticated more than 80 million items. We employ over 1,000 people across our Santa Ana, CA headquarters, New Jersey, Seattle, Hong Kong, Paris, Shanghai and Tokyo. For more information, visit http : / / www.collectors.com.
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 people@collectors.com.
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
Salary : $26
