Quality Assurance Specialist, Customer Care

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 coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, WATA, Card Ladder, and the Long Beach Expo collectibles trade show.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,700 people across our headquarters in Santa Ana and offices in Jersey City, Seattle, Canada, Hong Kong, Paris, Shanghai, and Tokyo.

We’re looking for a Quality Assurance Specialist to join our Customer Care Team to help train and motivate representatives to improve the quality of their interactions with customers they talk to over the phone and message online. This role will work directly with managing Customer Care for the Collectors family of brands. They will actively look for ways to hire, train and motivate top talent to deliver world class customer care. They will work to develop the company’s Customer Care Representatives to be successful in their jobs through regular audits of their work.

The candidate selected will report to the PSA Customer Care Manage and work onsite from our Santa Ana, CA office headquarters. 

What You’ll Do: 

• Work with Customer Care Assistant Manager to achieve the goals for the department
• Actively listen to representative calls and review online correspondence to customers
• Schedule feedback meetings or send emails to representatives for STAR & STAR-AR updates
• Responsible for the training and coaching of new and existing employees
• Assign and delegate tasks and duties
• Research and resolve customer concerns, complaints, and pending issues 
• Answer customer inquiries in person, on the phone, and through email
• Look for ways to improve process and give representatives the tools they need to be successful
• Display empathy for customer concerns and handle escalated situations in the best interest of the company and customer
• Follow pending items until they are resolved by contacting corresponding employees and/or departments
•  Build customer rapport through an understanding of the ‘collector’ experience
• Contribute daily to team success by displaying a positive attitude when assisting customers and other employees
• Follow and support company policies and procedures  

Who You Are: 

• Bachelor’s Degree or equivalent preferred and/or 4+ years Customer Care/hospitality experience
• 1-2 years of experience training and leading a team
• SalesForce experience required
• DialPad, Google Docs, Ring Central, Zendesk, Navision, Slack experience is preferred
• Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence. Fluency in other written and spoken languages is a plus.
• Ability to understand and relay company policies and procedures
• Excellent oral and written 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
• Be able to focus 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
• Identifies and resolves problems in a timely manner; works well in group problem solving situations

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 Rate: 

The reasonable estimated hourly rate for this position is $26. Actual compensation varies 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