Customer Care Representative, Power Packs

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, the UK, and France.

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, the UK, 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.

• Execute Customer Service Strategy:
  Handle front-line and escalated interactions across a diverse range of support topics, including Account management, General Inquiries, and Card Redemption processes
• Financial & Marketplace Support:
  Troubleshoot complex transactional issues related to Payouts, Payments, and Selling mechanics on the platform
• Technical Triage:
  Address technical and inventory concerns such as Imaging Issues, Vault storage inquiries, and Bug reporting, acting as the first line of defense for platform stability
• Voice of the Customer:
  Systematically categorize user Feedback to identify trends and effectively advocate for the customer to influence product roadmap priorities
• Workflow Improvement:
  Collaborate with business and operations teams to define root causes of recurring problems, helping to drive initiatives such as workflow redesigns or support automation

• Detail Oriented:
  Strong attention to detail and the ability to identify and correct inaccuracies or misleading information
• Research
  
  Skills:
  
  Excellent research skills, with the ability to gather information from various sources to validate product or order accuracy
• Technical Proficiency:
  Strong understanding of Google Sheets, Docs, and similar collaborative tools
• Organizational
  
  Skills:
  
  Strong organizational skills and the ability to manage multiple tasks simultaneously
• Communication:
  Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teams
• Passion:
  Passion for card collecting and trading, and a demonstrated track record of going above and beyond to create excellent customer experiences
• Autonomy:
  Ability to work independently and meet deadlines in a remote environment

• 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…