Customer Care Representative, PCGS

PCGS Customer Care Representative – Responsibilities and Qualifications

• 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 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
• Representing the company to earn praise from customers for high quality care delivered via email, written correspondence, Live Chat, and social media

• Associate’s Degree or equivalent preferred and/or 2+ years customer service, hospitality, or retail experience
• Fluent in English
• Ability to read, comprehend, and write correspondence
• Fluency in additional written and spoken languages is a plus
• Experience with Google Docs, Ring Central, Zendesk, Slack preferred
• Familiarity with standard concepts, practices, and procedures within the field
• Ability to understand and relay company policies and procedures
• Excellent oral communication – speaks clearly and persuasively in positive or negative situations; listens and clarifies; responds well to questions; demonstrates group presentation skills and 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 interruption; 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 team success above own interests; builds morale and group commitments to goals and objectives; supports everyone’s efforts to succeed
• Manages difficult or emotional customer situations; responds promptly to customer needs; solicits feedback to improve service; meets commitments; earns praise from customers
• Identifies and resolves problems in a timely manner; works well in group problem‑solving situations

Computer use:
Typing, mouse work, and sitting and looking at a computer for extended 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, texting, and manual dexterity to operate a computer and phone system efficiently.
Sitting or standing:
Ability to sit or stand for extended periods of time.

The reasonable estimated hourly rate for this position is $20. Actual compensation varies based on a variety of non‑discriminatory factors, including location, job level, prior experience and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation – please ask your recruiter for details.

• Health Insurance:
  All full‑time employees are eligible to enroll in medical, dental, and vision plans.
• Additional Benefits:
  Full‑time employees are eligible for fertility, commuter, and educational assistance benefits.
• 401(K) Matching Plan:
  Competitive 401(k) matching plan to support future financial goals.
• Vacation:
  All full‑time employees are eligible for paid vacation.
• Holiday Pay:
  All regular, full‑time employees are eligible for ten company paid holidays.
• Employee Discounts:
  Employees receive discounts on select grading services for approved submissions.
• Flexible
  
  Hours:
  
  Many teams offer flexible schedules with varying shifts and will accommodate your needs.
• Fun Working Environment:
  Team members are invited to participate in…