Associate Customer Care Representative, Beckett

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 on the lookout 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, the UK, 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.

Onsite Requirement:

This role requires you to be onsite in the office 5 days per week.

We’re looking for a Customer Support Representative to join our Customer Service team. We’re looking for a motivated, people-person, who is looking to provide our customers with the best possible experience. 

You’ll report to the Customer Service Manager and work from our Plano, TX office.

What You’ll Do:

• Interact with customers on behalf of the company to craft memorable experiences that enhance customer retention via phone, email and online services.
• Providing accurate, efficient, and courteous customer service; processing incoming correspondence from requesters of information; communicating with customers and internal stakeholders regarding turnaround times. Educate customers about the submission process.
• Work with customers to answer inquiries and resolve complaints.
• Responsible for elevated issue resolution, coordination, and oversight.
• Responsible for managing and maintaining customer notes and communications within Beckett’s customer relationship management (CRM) system.
• Performs other duties as assigned by management.

Who You Are:

• High school degree or equivalent; Associates’ degree and/or 2 years’ experience
• Sales or customer service experience
• Strong computer knowledge. Accurate data entry skills and attention to detail.
• Familiarity with using customer relationship management (CRM) and point of sale (POS) systems
• Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen
• Exceptional interpersonal skills and capacity to build effective relationships with co-workers, clients, and requesters
• Superior, established problem-solving skills
• Ability to work effectively and independently in high volume, fast-paced environments
• Dependable, strong organizational skills and positive teamwork-oriented attitude.
• Critical thinking
• Excellent written and verbal communication
• Ability to multi-task
• Promote support and drive a dynamic teamwork environment that fosters positive morale, unity, cohesiveness, effective communication, and service excellence.

Physical Requirements

• 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

Hourly Rate: 

The reasonable estimated hourly rate for this position is $17.5. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Reasons To Join Us:

•  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
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

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.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to interviewfraud@collectors.com.

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email interviewaccommodation@collectors.com

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

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