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