PSA Hobby Concierge Representative, Cards HQ; Atlanta, GA

Position: PSA Hobby Concierge Representative, Cards HQ (Atlanta, GA)
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, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We’re looking for a
*** PSA Hobby Concierge Representative
*** to join our team to provide a world-class customer experience to our fans at submission centers in physical hobby shops. You'll assist customers with questions, intake submissions, package them safely, and ship them to our headquarters. You’ll also look for ways to improve the hobby submission process and expand the Collectors footprint at shops throughout the United States, frequently working in tandem with another Hobby Concierge Representative for busier days (and could work at more than one location and at trade shows).You’ll

contribute to the growth and development of the PSA brand at hobby shops by delivering exceptional customer care in-person, over the phone, and through e-mail correspondence. You’ll also maintain a professional image while answering customer inquiries and resolving outstanding concerns.

You’ll report to the
* Customer Experience Supervisor
* and
** work onsite at the Cards HQ hobby shop in Atlanta, GA
** as well as
* other events 3-5 days a week with heavy overtime and weekend work.
**
* What You’ll Do:

*** Responsibly handle all submissions to keep items safe and secure until pick-up
* Receiving and processing submissions at the shop
* Prioritizes responsibilities during submission center hours
* Organizes and processes orders by service level and expedites orders as necessary
* Supports the PSA/DNA team and works with the shop management for events that the team can support
* Resolves escalated customer complaints and issues in person, over the phone, or through email
* Actively solicit business in the shop
* Provide weekly updates on submission center performance
* Works closely with management and the hobby shop team to improve processes and drive revenue
* Looks at ways to improve processes and the overall customer experience
** Who You Are:
*** Communication Skills
-The ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain and generate business
* Problem Solving:
Ability to identify and resolve problems quickly and accurately, with limited supervision
* Time Management:
Ability to coordinate time and job duties to process orders quickly and efficiently
* Interpersonal

Skills:

Communicate clearly and intelligently with other departments as well as others outside of the organization
* Teamwork:
Willingness and ability to work well with others while balancing team and individual responsibilities
* Organizational Support:
Follow policies and procedures set forth by the company
* Judgment:
Make appropriate decisions using critical thinking and based on company policies and procedures
* Organization:
Ability to multi-task, manage time efficiently, and prioritize what work needs to be done first
* Professionalism:
Approach others with respect and work well under pressure
* Quality:
Complete work with accuracy and attention to detail
*
* 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…