Senior Customer Care Specialist, PCGS

PCGS Senior Customer Care Specialist

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.

We're looking for a PCGS Senior Customer Care Specialist to join our PCGS Customer Care team to provide a high level of world class customer care experience to our customers around the world.

Professional Coin Grading Service (PCGS) has been the industry standard for the third-party authentication and grading of coins and banknotes from all over the world. PCGS is the pioneer of major breakthroughs throughout the hobby that have forever changed the way collectibles are bought and sold. In addition to bringing confidence to collectors and dealers through a respected grading standard and strong guarantee, PCGS created the first competitive Set Registry platform, built the largest online encyclopedia of U.S. coin information, and revolutionized anti-counterfeiting technology.

Together, these elements have created unprecedented public support for PCGS and international growth for the rare coin and banknote industries. PCGS also operates Certified Coin Exchange, the most robust online platform for dealer transactions.

You'll handle specialized customer inquiries, escalations, and claims support for the PCGS contact center over the phone, through email, on social media, through Live Chat, on Collectors message boards and in person when needed.

You'll report to the PCGS Customer Care Assistant Manager and work full-time onsite 5 days a week from our Santa Ana corporate headquarters Monday-Friday.

Onsite Requirement:

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

What You Will Do:

• 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 through 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
• 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.

Who You Are:

• Associates Degree or equivalent preferred and/or 4+ years of customer service/hospitality/retail experience (call center or contact center experience preferred)
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence.
• Fluency in other written and spoken languages is a plus.
• Google Docs, Ring Central, Salesforce, Slack preferred
• Familiarity with standard concepts, practices, and procedures within our particular field
• Ability to understand and relay company policies and procedures
• Excellent oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; 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 interrupting; 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 success of team above own interests; able to build 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 customer feedback to improve service; responds to requests for service and assistance; meets commitments, earns praise from customers
• Identifies and…