Customer Care Representative, PCGS (Onsite Position)

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, Goldin, 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, Hong Kong, Paris, Shanghai, and Tokyo.

We’re looking for a Customer Care Representative to join our PCGS Customer Care team to provide world class customer care 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 answer customer inquiries for Collectors supporting PCGS. As a Customer Care Representative, you will provide service information while resolving customer concerns 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 (Monday through Friday from 8:00am to 4:30pm) from our Santa Ana, CA corporate headquarters. 

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 up to 2+ years customer service/hospitality/retail experience
• 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, DialPad, SalesForce, Zendesk, 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