PSA Concierge, Canada

Collectors Universe; Mississauga; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading collectibles company is seeking a PSA Concierge in Mississauga. This role focuses on providing world-class customer care to dealers and VIPs, assisting with orders, and enhancing customer engagement. Ideal candidates have strong communication skills and a background in sales or customer care. This is a full-time position with varying hours based on travel requirements.

Benefits

Health Insurance

Paid Vacation

Employee Discounts

Flexible Hours

Qualifications

• 4 years of sales or customer care experience is preferred.
• Fluent in English; proficiency in other languages is a plus.
• Friendly and outgoing demeanor.

Responsibilities

• Inform customers of services, procedures, and promotions.
• Schedule drop-offs to maintain organized customer flow.
• Resolve issues with dealers to ensure excellent customer care.
• Assist with inquiries and package shipping.

Skills

Customer Care

Communication

Problem Solving

Attention to Detail

Education

Associates Degree or equivalent preferred

Tools

Navision Grading System

Slack

Google Docs

Job description

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. Were always on the lookout for talented people to join our growing team.

Our services span collectible coins trading cards Funko Pops! video games event tickets autographs and memorabilia. Our subsidiaries include PSA PCGS SGC WATA and Card Ladder.

Since our founding in 1986 we have graded and authenticated millions of items. We employ more than 1900 people across our headquarters in Santa Ana and offices in Jersey City Tokyo Shanghai Hong Kong Toronto Guadalajara Dallas and Paris.

We here at Collectors are looking for a PSA Concierge for our Canada division to join our Sales team to provide world-class customer care to our dealers and VIPs. This role will work directly with customers in-person to assist with drop-off orders for PSA PSA / DNA and WATA. Concierge staff will help shepherd through those orders keeping the customer abreast of any issues that happen along the way up through order fulfillment and pick-up. Concierge representatives will also assist with employee submissions as well. Representatives will handle shipping products and assisting with general customer outreach and engagement during downtime. There will also be heavy travel to support PSAs initiatives at events.

Youll report to the Customer Experience Supervisor and work from our Mississauga Ontario office in person each day : Monday-Friday 8 : 00 a.m. - 5 : 00 p.m. with opportunities for overtime as needed. There will frequently be fluctuations to the schedule based on travel.

What Youll Do :

Inform prospective and existing customers of company services memberships procedures policies and promotions - Actively soliciting new business

Schedule drop-offs with customers to allow there to be an organized flow of customers and products to the Collectors facility

Handle issues with dealers who are not assigned a sales representative to make sure they receive excellent customer care

Work with Security Sales and PR if there is a high value submission taking place

Attend to onsite VIP submitters to ensure a first-class guest experience by developing engagement programs and schwag for important customers

Assist with inquiries on orders and pricing with customers at drop-off while ensuring all submission forms are accurately filled out items properly handled and orders delivered to the Receiving department for order entry

Assist customers with account changes order inquiries status updates and finance issues

Work with Logistics Operations Customer Care Sales CRC Problem Orders Results and Shipping to assist with any customer issues including but not limited to resolving submission form errors operational errors address or shipping updates and order status inquiries

Work with Finance on any issues with payment processing

Research and resolve complaints or issues according to company policies and procedures

Activate employee roles and assist them with the submission process

Make calls to follow-up on questions complaints and issues

Alert Marketing to opportunities to tell success stories from collectors interview them get photos for social media etc.

Properly package and regularly ship products to our New Jersey Plano and Santa Ana locations.

Be able to answer questions on the outcome of the submissions

Assist with account development opportunities and finding new business during down time that will encourage submissions

Attend trade shows as company representative to assist in order processing with submissions developing relationships with existing customers and prospecting for new customers

Assist with Public Days Invitationals and larger events

Representatives will strive to earn praise from customers regarding the high quality care they provide via email written correspondence Live Chat and social media in particular

Assist with walk-in customers who do not have an appointment

Collaborate with other team members to develop process improvements to be put on the Product & Tech Roadmap or to be solved through the Hackathon.

Representatives will be responsible for keeping their workspace and visitor waiting area tidy and well-stocked with necessary supplies

Organize and manage the pick-up room daily including but not limited to making calls to dealers / customers in advance of end of week or end of quarter to coordinate timely pick-ups

Drive process improvement by developing solutions that will save money and improve efficiency

Who You Are :

Associates Degree or equivalent preferred and / or 4 years sales customer care or hospitality 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

Friendly and outgoing

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

Exceptional written communication - Responds to customer letters emails social media posts Live Chat and message board posts in a professional clear manner

Interpersonal skills - Focuses on solving conflict not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others ideas and tries new things

Ability to understand and relay company policies and procedures

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyones efforts to succeed

Customer Care - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments earns praise from customers

Problem solving - Identifies and resolves problems in a timely manner; works well in group problem solving situations

Representation - Positively represent the company at all times

Be versed in the following computer programs : Navision Grading System Manifesting / Order Processing DailPad Salesforcel Slack and Google Docs

Attention to detail is critical in this role with representative exhibiting solid problem solving abilities

Ability to work well with a cross section of the Collectors Team

Physical Requirements :

Bending and Twisting : Bending neck / waist twisting neck / waist and squatting.

Computer Use : Typing mouse work and sitting and looking at a computer potentially for long periods of time.

Exposure to Machinery : Exposure to machinery noise which may include noise from forklifts injection presses or other machinery.

Hearing Requirements : Ability to hear alarms signals and verbal instructions.

Lifting and Carrying : Ability to lift carry and move materials up 40 lbs.

Sitting or Standing : Ability to sit or stand for extended periods of time.

Temperature and Humidity : Occasional exposure to warehouse environments without heating or cooling with fluctuations in temperatures and humidity

Walking : Ability to walk for long periods.

Work Environment : The job is performed indoors in a traditional office setting convention center sporting arena hotel meeting area warehouses and / or at customers location. Activities include extended periods of sitting and extensive work at a computer sitting and standing for extended periods of time on location at a show or private event. The noise level in the work environment is usually moderate with an occasional fluctuation.

Hourly Rate :

The reasonable estimated hourly rate for this position is $34 CAD. 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

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

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

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 .

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 .

If you are based in California you can read information for California residents here .

Employment Type : Full-Time

Experience : years

Vacancy : 1