EBay Customer Experience Associate, PSA Vault

## eBay Customer Experience Associate, PSA Vault 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.

You will work directly with customers on inquiries and concerns regarding eBay listings and activity, specifically through the PSA Vault. In this capacity you will also help to identify, resolve, and escalate customer experience issues or other concerns with the PSA eBay store. Furthermore, you will ensure the accuracy and completeness of our auction titles, image quality and accuracy, and any other quality assurance activities that will help to maintain the trust and confidence of our valued collectors and buyers.

Lastly, you will serve as a connector for all the different business units that touch eBay submissions to assist with any issues that come up.

You’ll report to the
* Customer Care Supervisor
* and
** work onsite at our Santa Ana, CA office headquarters.
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* What You’ll Do:

*** Verify the accuracy and completeness of eBay auction titles, with a heavy focus on graded cards, to ensure they provide a clear and concise representation of the item being sold.
* Collaborate with the vault operations team to review and improve title descriptions, clarifying any discrepancies or misleading information.
* Conduct detailed research on graded cards and memorabilia to validate the information provided in the titles.
* Stay up-to-date with the latest trends, market values, and card specifications to ensure accurate representation in the titles.
* Catalog common titling issues and partner with your manager to improve product workflows aimed at limiting the number of titling issues.
* Act as the main point of contact for eBay customers (buyers) by managing the PSA eBay store message inbox.
* Work with the customer care team to assist with customer feedback and inquiries regarding title accuracy, promptly addressing any concerns and making necessary revisions.
* Work closely with the product photography team to cross-reference images with the title descriptions to ensure quality, consistency and accuracy.
** Who You Are:
*** Extensive knowledge and understanding of graded cards, sports and non-sports, including card brands, players / characters, variations, and market demand.
* Strong attention to detail and the ability to identify and correct inaccuracies or misleading information in titles.
* Excellent research skills, with the ability to gather information from various sources to validate title accuracy.
* Familiarity with standard concepts, practices, and procedures within the grading and e-Commerce industries, with specific expertise in collectible marketplaces (e.g., eBay, PWCC, etc.).
* Strong understanding of Google Sheets, Docs and similar tools.
* Strong organizational skills and the ability to manage multiple tasks simultaneously.
* Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teams.
* Passion for card collecting and trading, with prior experience in the field being highly desirable.
* Passionate about customer needs and the customer experience with a demonstrated track record of going above and beyond to create excellent customer experiences.
* Ability to work independently and meet deadlines.
*
* Physical Requirements:

*** Computer Use:
Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
* Hand Use:
Regular…