Client Services Associate (Plano, TX)

About this role

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 Client Services Associates / Collectors Concierges to join our Customer Experience team to provide world class customer experience to our customers around the world. This role will work directly with customers in person to assist with drop off orders for PSA, PCGS, PSA/DNA, and WATA. They will help shepherd through those orders keeping the customer abreast of any issues that happen along the way up through order fulfillment and pickup. They will also assist with employee submissions as well. Associates will assist with general customer care emails and order assistance during downtime.

Approximately 40% travel is required for this position. You must have a valid driver’s license (required) and having a valid passport is preferred (but not required).

Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

You’ll report to our Customer Experience Supervisor and work from our Plano, TX office .

What You'll Do: • Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions

• Schedule drop offs with customers to allow there to be an organized flow of customers and products to the Collectors facility

• Work with Security and/or Sales if there is a high value submission taking place

• Attend to onsite VIP submitters to ensure a first class guest experience

• 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

• 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, 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 pickups with customers and insure a smooth transaction during those pickups

• Be able to answer questions on the outcome of the submissions

• Assist with Customer Care emails and general inquiries during down time

• Attend trade shows as company representative to assist in order processing with submissions (optional)

• 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

• Representatives will be responsible for keeping their workspace and visitor waiting area tidy and well-stocked with necessary supplies

• Organize and manage the pickup 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 pickups

Who You Are: • Able to travel up to 40% of the time attending various shows and special events

• Drivers licensed is required

• Valid passport is helpful

• Associates Degree or equivalent preferred and/or 4+ years Customer Care/hospitality experience

• Ability to understand and relay company policies and procedures

• Familiarity with standard concepts, practices, and procedures within our particular field

• Communicates 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 skills 

• 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

• 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

• 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, G

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