Customer Care Representative, Power Packs in , United States
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.
What You’ll Do
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
Who You Are
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
Physical Requirements
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 move materials up to 40 pounds
Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
Sitting or Standing: Ability to sit or stand for extended periods of time
Hourly Range
The hourly range for this position is $18.50-$23. Actual compensation in this range will be based on a variety of non-discriminatory factors, including location, job level, prior experience, and skill set.
Reasons To Join Us
Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their 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 of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities
We are committed to equal employment opportunity regardless of , , , ancestry, , , , , or expression, , , citizenship, marital or parental status, , veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better serve the diverse community of collectors we support.
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