Client Services Associate (Plano, TX)

Collaborative Solutions • Plano, TX

6d • Onsite

About The Position

Collectors is seeking Client Services Associates, also known as Collectors Concierges, to join their Customer Experience team. This role is crucial for providing world-class customer experience to a global customer base. The associate will work directly with customers in person to manage the drop-off process for services like PSA, PCGS, PSA/DNA, and WATA. Responsibilities include guiding customers through the order process, keeping them informed of any issues, and ensuring smooth order fulfillment and pickup. The role also involves assisting with employee submissions and handling general customer care emails and order assistance during downtime. This position requires approximately 40% travel and is based onsite in the Plano, TX office, reporting to the Customer Experience Supervisor.

Requirements

• Able to travel up to 40% of the time attending various shows and special events.
• Driver's license is required.
• Familiarity with standard concepts, practices, and procedures within our particular field.
• Communicates clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Exceptional written communication skills.
• Interpersonal skills - Focuses 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.
• Teamwork - 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.
• Problem solving - Identifies and resolves problems in a timely manner; works well in group problem solving situations.
• Positively represent the company at all times.
• Be versed in the following computer programs: Navision, Grading System Manifesting/Order Processing, Zendesk, Ring Central, Slack and Google Docs.
• Attention to detail is critical in this role with representative exhibiting solid problem solving abilities.
• Ability to work well with a cross section of the Collectors Team.
• 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.
• Candidates must be authorized to work in the United States.
• Collectors uses e-Verify to validate your ability to work legally in the United States.

Nice To Haves

• Having a valid passport is preferred (but not required).
• Associates Degree or equivalent preferred and/or 4+ years Customer Care/hospitality experience.

Responsibilities

• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions.
• Schedule drop offs with customers to ensure an organized flow of customers and products to the Collectors facility.
• Work with Security and/or Sales for high-value submissions.
• Attend to onsite VIP submitters to ensure a first-class guest experience.
• Assist with inquiries on orders and pricing at drop-off, ensuring accurate submission forms, proper item handling, and delivery to the Receiving department for order entry.
• Collaborate with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders Results, and Shipping to resolve customer issues, including submission form errors, address/shipping updates, and order status inquiries.
• Liaise with Finance regarding payment processing issues.
• Research and resolve complaints or issues according to company policies and procedures.
• Make follow-up calls regarding questions, complaints, and issues.
• Alert Marketing to opportunities for collector success stories, interviews, and social media content.
• Schedule pickups with customers and ensure a smooth transaction.
• Answer questions regarding the outcome of submissions.
• Assist with Customer Care emails and general inquiries during downtime.
• Attend trade shows as a company representative to assist with order processing and submissions (optional).
• Strive to earn praise from customers for high-quality care via email, written correspondence, Live Chat, and social media.
• Keep workspace and visitor waiting area tidy and well-stocked with necessary supplies.
• Organize and manage the pickup room daily, including coordinating timely pickups with dealers/customers.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree