PSA Hobby Concierge Representative, Santa Clara, CA

Psa Hobby Concierge RepresentativeCollectors 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 PSA Hobby Concierge Representative to join our team to provide a world-class customer experience to our fans at submission centers in physical hobby shops. You'll assist customers with questions, intake submissions, package them safely, and ship them to our headquarters. You'll also look for ways to improve the hobby submission process and expand the Collectors footprint at shops throughout the United States, frequently working in tandem with another Hobby Concierge Representative for busier days (and could work at more than one location and at trade shows).You'll contribute to the growth and development of the PSA brand at hobby shops by delivering exceptional customer care in-person, over the phone, and through e-mail correspondence. You'll also maintain a professional image while answering customer inquiries and resolving outstanding concerns.Light travel is required for this position of up to 10%. You must have a valid driver's license (required) and having a valid passport is preferred (but not required).You'll report to the Customer Experience Supervisor and work onsite at the MojoBreaks hobby shop in Santa Clara, CA as well as other events 3-5 days a week with heavy overtime and weekend work.What You'll Do:Responsibly handle all submissions to keep items safe and secure until pick-upReceiving and processing submissions at the shopPrioritizes responsibilities during submission center hoursOrganizes and processes orders by service level and expedites orders as necessarySupports the PSA/DNA team and works with the shop management for events that the team can supportResolves escalated customer complaints and issues in person, over the phone, or through emailActively solicit business in the shopProvide weekly updates on submission center performanceWorks closely with management and the hobby shop team to improve processes and drive revenueLooks at ways to improve processes and the overall customer experienceWho You Are:Able to travel up to attend various shows and special eventsDrivers licensed is requiredValid passport is helpfulCommunication Skills - The ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain and generate businessProblem Solving: Ability to identify and resolve problems quickly and accurately, with limited supervisionTime Management: Ability to coordinate time and job duties to process orders quickly and efficientlyInterpersonal Skills: Communicate clearly and intelligently with other departments as well as others outside of the organizationTeamwork: Willingness and ability to work well with others while balancing team and individual responsibilitiesOrganizational Support: Follow policies and procedures set forth by the companyJudgment: Make appropriate decisions using critical thinking and based on company policies and proceduresOrganization: Ability to multi-task, manage time efficiently, and prioritize what work needs to be done firstProfessionalism: Approach others with respect and work well under pressureQuality: Complete work with accuracy and attention to detailPhysical Requirements:Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of timeHand Use: Regular hand use for various tasksHearing Requirements: Ability to hear alarms, signals, and verbal instructionsLifting and Carrying: Ability to lift, carry, and move materials up to 40 poundsPhone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficientlySitting or Standing: Ability to sit or stand for extended periods of timeHourly Rate:The reasonable estimated hourly rate for this position is $23. 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 VisionAdditional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goalsVacation: All full-time employees are eligible for paid vacationHoliday Pay: All regular, full-time employees are eligible for ten company paid holidaysEmployee Discounts: Employees receive discounts on select grading services for approved submissionsFlexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needsFun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activitiesCandidates must be authorized to work in the United States.Collectors uses e-Verify to validate your ability to work legally in the United States.We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to people@collectors.com.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 other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.If you require an accommodation to apply or interview with us due to a disability or special need, please email people@collectors.com.U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.If you are based in California, you can read information for California residents here.