Senior Customer Care Specialist, PCGS

Job Summary

PCGS Senior Customer Care Specialist provides world‑class customer care to collectors worldwide via phone, email, social media, Live Chat, and message boards. The role reports to the PCGS Customer Care Assistant Manager and requires full‑time onsite presence in Santa Ana, CA.

• Provide timely responses to customer inquiries over the phone while meeting standard call center metrics.
• Respond and resolve concerns received via 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 in accordance with company policies and procedures.
• Make follow‑up calls to address questions, complaints, and issues.
• Participate in outbound call campaigns to retain and engage customers.
• Attend trade shows as a company representative to assist with order processing and submissions (optional).

• Associate’s Degree or equivalent preferred or ≥4years of customer service/hospitality/retail experience (call center or contact center preferred).
• Fluent in English; fluency in additional written and spoken languages is a plus.
• Ability to read, comprehend, and write correspondence; demonstrate strong oral communication.
• Proficiency with Google Docs, Ring Central, Salesforce, and Slack preferred.
• Familiarity with standard concepts, practices, and procedures in the collectibles industry.
• Strong interpersonal skills, conflict resolution, and ability to maintain confidentiality.

• Computer use: typing, mouse work, sitting for extended periods.
• Hand use: regular hand use for various tasks.
• Hearing: ability to hear alarms, signals, and verbal instructions.
• Lifting and carrying: ability to lift, carry, and move materials up to 40pounds.
• Phone answering: proficiency with phone system.
• Sitting or standing: ability to sit or stand for extended periods.

Estimated hourly rate: $26. Actual compensation may vary by location, job level, experience, and skill set. The position may be eligible for bonuses, commissions, or other compensation. Consult the recruiter for details.

• Medical, Dental, and Vision insurance for full‑time employees.
• 401(k) matching plan.
• Paid vacation and ten company holidays.
• Employee discounts on grading services.
• Flexible hours within team schedule.

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other protected class. If you require accommodations, please contact us.