PSA Hobby Concierge Lead

Collaborative Solutions • Santa Ana, CA

56d • Hybrid

About The Position

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 looking 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’re looking for a PSA Hobby Concierge Lead to join our team to provide world-class customer care to our fans at submission centers in physical hobby shops. The PSA Hobby Concierge Lead will assist hiring, training and motivating our team of submission center reps while also working with the hobby shops themselves on marketing promotions, new program ideas and keeping product safe. They will need to be a self-starter, have marketing and social media experience and know our services extremely well. You’ll contribute to the growth and development of the PSA brand at hobby shops. Actively train up and motivate our concierge teams at PSA submission centers to bring out the best in them. Be a great partner to our hobby shops and look at ways we can help them with regard to services we offer and content we help them create. Deliver exceptional customer care in-person, over the phone, and through e-mail correspondence. Maintain a professional image while answering customer inquiries and resolving outstanding concerns. Look at ways to improve the hobby submission process and expand the Collectors footprint at shops throughout the United States. You'll will report to the Director of Customer Experience and work from our Santa Ana, CA office headquarters, as well as work at hobby shops and events three-five days a week with heavy weekend work. There is up to 40%+ of heavy travel required for this role, and you can expect to travel up to three weekends a month. Driver’s license is required, valid passport a plus

Requirements

• Driver’s license is a required
• Marketing & Social Media Experience: Candidate should have background in marketing and social media to help amplify the good work we do at PSA Submission Centers
• Communication Skills: Communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain and generate business.
• Problem Solving: Ability to identify and resolve problems quickly and accurately, with limited supervision.
• Time Management: Ability to coordinate time and job duties to process orders quickly and efficiently.
• Interpersonal Skills: Communicate clearly and intelligently with other departments as well as others outside of the organization.
• Teamwork: Willingness and ability to work well with others while balancing team and individual responsibilities.
• Organizational Support: Follow policies and procedures set forth by the company.
• Judgment: Make appropriate decisions using critical thinking and based on company policies and procedures.
• Organization: Ability to multi-task, manage time efficiently, and prioritize what work needs to be done first.
• Professionalism: Approach others with respect and work well under pressure.
• Quality: Complete work with accuracy and attention to detail.
• 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.

Nice To Haves

• valid passport a plus
• People Management: Experience managing people is a plus.

Responsibilities

• Assist in hiring, training and motivating a team of PSA Submission Center representatives at locations across the US, but soon to me around the world
• Insure the PSA Submissin Center team responsibly handles all submissions to keep items safe and secure until pick-up
• Train the team on how to properly handle receiving and processing submissions at the shop
• Create schedules for PSA Submission Center staff while working with the Customer Experience team ot have representatives cross train at the company’s corporate headquarters
• Supports the PSA/DNA team and works with the shop management for events that the team can support
• Resolves escalated customer complaints and issues in-person, over the phone, or through email
• Actively solicits business in the shop and works with the shop on social media campaigns that resonate with the audience
• Provide weekly updates on submission center performance with impactful reporting
• Works closely with management and the hobby shop team to improve processes and drive revenue
• Looks at ways to improve processes and the overall customer experience
• Assist with employee development and coaching employees who need more assistance
• Make sure PSA Submission Centers have the supplies they need to be successful
• Attend shows and events on behalf of PSA to insure we are showcasing our best-in-class customer care
• Create content to tell the story of the PSA Submission Centers and get more customers in the door
• Design and purchase unique promotional materials that customers will respond to thank them for their support and drive loyalty

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: Mid Level
• Education Level: No Education Listed