PSA Hobby Concierge Representative, Bleecker

Collaborative Solutions•Jersey City, NJ

4d•Onsite

About The Position

Collectors is seeking a PSA Hobby Concierge Representative to provide an excellent in-person, phone, and email customer experience at the Bleecker hobby shop in New York City and at other events. The representative answers customer questions, receives and processes submissions, keeps collectibles safe, packages them securely, and ships them to headquarters. The role also involves resolving customer concerns, improving submission processes, and supporting growth of the PSA brand and business at hobby shops. Travel is required, and the position may involve working at multiple locations and trade shows, often alongside another Hobby Concierge Representative on busier days. The role reports to the Customer Experience Supervisor and is onsite at the Bleecker hobby shop and other events 3–5 days a week, with heavy overtime and weekend work.

Requirements

Valid driver's license.
Ability to travel to shows and special events.
Effective communication skills to resolve conflicts, solve problems, and maintain and generate business.
Ability to identify and resolve problems quickly and accurately with limited supervision.
Ability to coordinate time and job duties to process orders efficiently.
Clear communication and interpersonal skills when working with internal departments and external contacts.
Ability and willingness to work well with others while balancing team and individual responsibilities.
Ability to follow company policies and procedures.
Ability to make appropriate decisions using critical thinking and company policies and procedures.
Ability to multitask, manage time, and prioritize work.
Professionalism and ability to work well under pressure.
Accuracy and attention to detail.
Ability to type, use a mouse, and sit and look at a computer for potentially long periods.
Regular hand use for various tasks.
Ability to hear alarms, signals, and verbal instructions.
Ability to lift, carry, and move materials up to 40 pounds.
Ability to talk on the phone and text, and to operate a computer and phone system efficiently.
Ability to sit or stand for extended periods.
Authorization to work in the United States.

Nice To Haves

Valid passport.

Responsibilities

Safely handle and secure submissions until they are picked up.
Receive and process submissions at the shop.
Prioritize responsibilities during submission center hours.
Organize and process orders by service level and expedite orders as needed.
Support the PSA/DNA team and coordinate with shop management on events the team can support.
Resolve escalated customer complaints and issues in person, by phone, or by email.
Actively solicit business in the shop.
Provide weekly updates on submission center performance.
Work with management and the hobby shop team to improve processes and drive revenue.
Identify ways to improve processes and the overall customer experience.
Deliver customer care in person, over the phone, and through email while maintaining a professional image.