PSA Concierge, Canada

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

Job summary

A leading company in the collectibles industry is seeking a PSA Concierge in Mississauga to provide exceptional customer service and manage drop-off orders. The role involves significant travel, direct customer interactions, and collaboration with various teams to enhance service quality. Successful candidates will excel in problem-solving and possess strong communication skills, supported by relevant experience in customer care or sales.

Benefits

Health Insurance

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Qualifications

• 4+ years in sales, customer care, or hospitality.
• Fluent in English; additional languages a plus.
• Experience with conflict management and understanding of policies.

Responsibilities

• Inform customers about services and assist with drop-off orders.
• Coordinate with team members for high-value submissions.
• Maintain organized flow of customers and products during busy periods.

Skills

Customer-focused

Problem solving

Communication

Interpersonal skills

Attention to detail

Education

Associates Degree or equivalent

Tools

Navision

Salesforce

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. We’re 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 1,900 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 informed of any issues along the way, from order processing to fulfillment and pick-up. They will also assist with employee submissions and handle shipping products. The role involves significant travel to support PSA’s initiatives at events.

You’ll 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. Schedule may fluctuate based on travel requirements.

What You’ll Do:

• Inform prospective and existing customers about company services, memberships, procedures, policies, and promotions; actively solicit new business.
• Schedule drop-offs to ensure an organized flow of customers and products.
• Handle issues with dealers not assigned a sales representative to ensure excellent customer care.
• Coordinate with Security, Sales, and PR for high-value submissions.
• Attend to onsite VIP submitters to ensure a first-class experience, developing engagement programs and providing schwag for important customers.
• Assist with order inquiries, ensuring submission forms are correctly filled out, items are properly handled, and orders are delivered to the Receiving department.
• Support customers with account changes, order status updates, and finance issues.
• Collaborate with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders, and Shipping to resolve customer issues.
• Work with Finance on payment processing issues.
• Research and resolve complaints or issues per company policies.
• Activate employee roles and assist with submission processes.
• Follow up with calls on questions, complaints, and issues.
• Alert Marketing to success stories, interview collectors, and gather photos for social media.
• Properly package and ship products to locations in New Jersey, Plano, and Santa Ana.
• Answer questions regarding submission outcomes.
• Identify and develop new business opportunities during downtime.
• Represent the company at trade shows and assist in order processing, relationship building, and prospecting.
• Support Public Days, Invitationals, and larger events.
• Strive to earn customer praise through various communication channels.
• Assist walk-in customers without appointments.
• Work with team members to improve processes and contribute to the Product & Tech Roadmap or Hackathon solutions.
• Maintain a tidy workspace and visitor area with necessary supplies.
• Manage the daily organization of the pick-up room, including coordinating timely pickups.
• Drive process improvements to save costs and increase efficiency.

Who You Are:

• Associates Degree or equivalent preferred; 4+ years in sales, customer care, or hospitality.
• Fluent in English; additional languages a plus.
• Knowledge of standard practices within our field.
• Friendly, outgoing, and excellent communicator.
• Strong interpersonal skills; maintains confidentiality and manages conflict effectively.
• Ability to understand and communicate company policies.
• Team player who contributes positively to team goals.
• Customer-focused, able to handle difficult situations professionally.
• Problem solver with solid analytical skills.
• Ability to represent the company positively at all times.
• Proficient in Navision, Grading System, Manifesting/Order Processing, DailPad, Salesforce, Slack, and Google Docs.
• Attention to detail and ability to work well with others.

Physical Requirements:

• Bending, twisting, and squatting.
• Prolonged computer use.
• Exposure to machinery noise.
• Ability to lift up to 40 lbs.
• Sitting or standing for long periods.
• Work in varied environments with temperature and humidity fluctuations.
• Walking for extended periods.

Hourly Rate: The estimated hourly rate is $34 CAD, with variations based on experience and other factors.

Reasons To Join Us:

• Health Insurance, Vacation, Holiday Pay, Employee Discounts, Flexible Hours, and a Fun Working Environment.

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We are committed to equal employment opportunity and provide accommodations for applicants with disabilities. Contact [e-mail] for assistance.