PSA Concierge, Canada

Responsibilities

• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions - Actively soliciting new business
• Schedule drop-offs with customers to allow there to be an organized flow of customers and products to the Collectors facility
• Handle issues with dealers who are not assigned a sales representative to make sure they receive excellent customer care
• Work with Security, Sales and PR if there is a high value submission taking place
• Attend to onsite VIP submitters to ensure a first-class guest experience by developing engagement programs and schwag for important customers
• Assist with inquiries on orders and pricing with customers at drop-off while ensuring all submission forms are accurately filled out, items properly handled, and orders delivered to the Receiving department for order entry
• Assist customers with account changes, order inquiries, status updates and finance issues
• Work with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders Results, and Shipping to assist with any customer issues, including but not limited to resolving submission form errors, operational errors, address or shipping updates, and order status inquiries
• Work with Finance on any issues with payment processing
• Research and resolve complaints or issues according to company policies and procedures
• Activate employee roles and assist them with the submission process
• Make calls to follow-up on questions, complaints and issues
• Alert Marketing to opportunities to tell success stories from collectors, interview them, get photos for social media, etc.
• Properly package and regularly ship products to our New Jersey, Plano and Santa Ana locations.
• Be able to answer questions on the outcome of the submissions
• Assist with account development opportunities and finding new business during down time that will encourage submissions
• Attend trade shows as company representative to assist in order processing with submissions, developing relationships with existing customers and prospecting for new customers
• Assist with Public Days, Invitationals and larger events
• 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
• Assist with walk-in customers who do not have an appointment
• Collaborate with other team members to develop process improvements to be put on the Product & Tech Roadmap or to be solved

Benefits

Additional Information

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. 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. We here at Collectors are looking for a PSA Concierge for our Canada division to join our Sales team to provide world-class customer care to our dealers and VIP's. This role will work directly with customers in-person to assist with drop-off orders for PSA, PSA/DNA, and WATA. Concierge staff will help shepherd through those orders keeping the customer abreast of any issues that happen along the way up through order fulfillment and pick-up. Concierge representatives will also assist with employee submissions as well. Representatives will handle shipping products and assisting with general customer outreach and engagement during downtime. There will also be heavy travel to support PSA's initiatives at events. You'll report to the Customer Experience Supervisor and work from our Mississauga, Ontario office in person each day: Monday-Friday, 8:00 a.m. - 5:00 p.m. with opportunities for overtime as needed. There will frequently be fluctuations to the schedule based on travel.

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