Customer Care Representative, eBay

Collaborative Solutions • Santa Ana, CA

11d • Onsite

About The Position

Collectors is hiring a Customer Care Representative for its PSA Vault team. The role provides customer support for eBay listings and activity through the PSA Vault, helps identify, resolve, and escalate customer experience issues involving the PSA eBay store, and supports quality assurance to maintain the trust of collectors and buyers. The representative also connects the business units involved in eBay submissions to address issues.

This position reports to the Customer Care Supervisor and is onsite five days per week at the company’s Santa Ana, California headquarters, with flexibility to work on weekends. The work focuses heavily on validating eBay auction titles for graded cards and memorabilia, supporting customers through the PSA eBay store message inbox, and coordinating with vault operations, customer care, and product photography teams. The hourly rate is $22.00; actual compensation may vary based on location, job level, experience, and skills.

Requirements

• Extensive knowledge of graded sports and non-sports cards, including brands, players or characters, variations, and market demand.
• Strong attention to detail and ability to identify and correct inaccuracies or misleading title information.
• Excellent research skills and ability to validate title accuracy using information from various sources.
• Familiarity with standard concepts, practices, and procedures in grading and e-commerce, with expertise in collectible marketplaces such as eBay and PWCC.
• Strong understanding of Google Sheets, Google Docs, and similar tools.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Excellent written and verbal communication and collaboration skills for working with cross-functional teams.
• Ability to work independently and meet deadlines.
• Ability to work onsite in the office five days per week in Santa Ana, California, with flexibility to work weekends.
• Ability to meet the stated physical requirements: computer and phone use, regular hand use, hearing alarms, signals, and verbal instructions, lifting and moving materials up to 40 pounds, and sitting or standing for extended periods.

Nice To Haves

• Passion for card collecting and trading.
• Prior experience in the collecting and trading card field is highly desirable.
• A demonstrated track record of going above and beyond to create excellent customer experiences.

Responsibilities

• Verify the accuracy and completeness of eBay auction titles, especially for graded cards, so listings clearly represent the items being sold.
• Collaborate with vault operations to review and improve title descriptions and resolve discrepancies or misleading information.
• Research graded cards and memorabilia to validate information in titles.
• Stay current on trends, market values, and card specifications to ensure accurate titles.
• Catalog recurring titling issues and work with the manager to improve workflows and reduce those issues.
• Manage the PSA eBay store message inbox as the main point of contact for eBay customers and buyers.
• Work with the customer care team to respond to feedback and title-accuracy inquiries, address concerns promptly, and revise titles as needed.
• Coordinate with the product photography team to cross-reference images against title descriptions for quality, consistency, and accuracy.
• Help identify, resolve, and escalate customer experience issues or other concerns involving the PSA eBay store.
• Connect business units involved in eBay submissions to help resolve issues.

Benefits

• Medical, dental, and vision insurance for eligible full-time employees.
• Fertility, commuter, and educational assistance benefits for eligible full-time employees.
• 401(k) matching plan.
• Paid vacation for eligible full-time employees.
• Ten company-paid holidays for regular full-time employees.
• Discounts on select grading services for approved submissions.
• Flexible schedules and varying shifts offered by many teams.
• Celebrations, holiday events, and team-building activities.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed