Customer Care Representative, PSA (Onsite)

We are seeking a PSA Customer Care Representative to join our team and provide exceptional customer service to collectors worldwide. As the largest and most trusted third-party trading card authentication and grading company, our goal is to ensure customer satisfaction and support their passion for collecting. In this role, you will respond to customer inquiries through various channels, including phone, email, social media, and live chat. Additionally, you will inform customers about our services, policies, and promotions, as well as handle complaints and resolve issues. This position requires strong communication skills, attention to detail, and the ability to work collaboratively in a team.

• Provide timely responses to customer inquiries over the phone while meeting standard call center metrics
• Respond and resolve concerns received from customers via written correspondence, email, social media, Live Chat, and through Collectors message boards
• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
• Sell and place orders for memberships and supplies
• Research and resolve complaints or issues according to company policies and procedures
• Make calls to follow up on questions, complaints, and issues
• Participate in outbound call campaigns to retain and engage customers
• Attend trade shows as company representative to assist in order processing with submissions (optional)
• Provide general office support
• Strive to earn praise from customers regarding the high-quality care provided via email, written correspondence, Live Chat, and social media in particular
• Associates Degree or equivalent preferred and/or 2+ years customer service/hospitality/retail experience
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence
• Fluency in other written and spoken languages is a plus
• Familiarity with standard concepts, practices, and procedures within our particular field
• Ability to understand and relay company policies and procedures
• Excellent oral 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
• Responds to customer letters, emails, social media posts, Live Chat, and message board posts in a professional, clear manner

• Associates Degree or equivalent preferred and/or 2+ years customer service/hospitality/retail experience
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence.
• Fluency in other written and spoken languages is a plus.
• Google Docs, Ring Central, Zendesk, Slack preferred
• Familiarity with standard concepts, practices, and procedures within our particular field
• Ability to understand and relay company policies and procedures
• Excellent oral 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
• Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
• 401(K) Matching Plan: Competitive 401k matching plan to support future financial goals
• Vacation: Paid vacation for all full-time employees
• Holiday Pay: Ten company paid holidays for regular, full-time employees
• Employee Discounts: Discounts on select grading services for approved submissions
• Flexible Hours: Many teams offer flexible schedules with varying shifts
• Fun Working Environment: Participation in celebrations, holiday events, and team building activities