Customer Care Representative, PSA

Collectors; Frankfurt; On-site; EUR 42,000 - 48,000; Full time

Job summary

Collectors Universe, in Frankfurt, seeks a Customer Care Representative II to support PSA Vault and eBay teams with world-class service. Onsite five days a week at our European HQ, you will handle inquiries by phone, email, social media, live chat and boards, while promoting memberships and policies.

The role emphasizes timely responses, problem resolution, and a customer-first approach across channels, with potential trade-show involvement and office support.

Qualifications

• 1-2 years of customer service experience, preferably within a contact center.
• Fluent in English; additional French or Italian language skills.
• Experience with Google Docs, DialPad, Salesforce, Slack preferred.
• Ability to understand and relay company policies and procedures.

Responsibilities

• Provide timely responses to customer inquiries while meeting standard contact center metrics.
• Respond and resolve concerns received from customers via written correspondence, email, social media, Live Chat and through Collectors message boards.
• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions.
• Sell and place orders for memberships and supplies.
• Research and resolve complaints or issues according to company policies and procedures.
• Make calls to follow up on questions, complaints and issues.
• Participate in outbound call campaigns to retain and engage customers.
• Attend trade shows as company representative to assist in order processing with submissions.
• Provide general office support.
• Representatives will strive to earn praise from customers regarding the high quality care they provide.

Skills

Customer service

Fluent English

French or Italian

Communication skills

Tools

Google Docs

DialPad

Salesforce

Slack

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 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. With our proven track record of success, we are excited to expand our operations to Germany. As a startup operation in this new market, we offer a unique opportunity for innovative and driven individuals to make a significant impact. Join us at the forefront of establishing the PSA brand in Europe and enjoy the benefits of working in a startup environment backed by the stability and resources of a successful US business. Collectors ist führender Entwickler innovativer Technologien und bietet Sammlern weltweit Dienstleistungen mit zusätzlichen Nutzen. Wir bewerten, authentifizieren, lagern und verkaufen Millionen von Sammlerstücken, die Rekorde brechen. Dabei modernisieren und digitalisieren wir unsere Prozesse kontinuierlich, um Sammler bei der Ausübung ihrer Leidenschaften zu unterstützen. Wir sind stets auf der Suche nach talentierten Mitarbeitern für unser wachsendes Team. Unser Angebot umfasst Sammelkarten, Autogramme, Comics, Münzen, Videospiele, Veranstaltungstickets und Erinnerungsstücke. Zu unseren Tochtergesellschaften gehören PSA, PCGS, Beckett, SGC und Card Ladder. Seit unserer Gründung im Jahr 1986 haben wir Millionen von Artikeln bewertet und authentifiziert. Wir beschäftigen mehr als 3000 Mitarbeiter in unserem Hauptsitz in Santa Ana, Kalifornien, und in unseren Büros in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Kanada, Mexiko, Deutschland, das Vereinigte Königreich und Frankreich. Aufgrund unserer nachweislichen Erfolgsbilanz freuen wir uns, unsere Geschäftstätigkeit auf Deutschland auszuweiten. Als junges Unternehmen in diesem neuen Markt bieten wir innovativen und engagierten Menschen die einzigartige Chance, einen entscheidenden Beitrag zu leisten. Werde Teil unseres Teams und gestalte die Zukunft der Marke PSA in Europa mit. Profitiere von den Vorteilen eines dynamischen Startup-Umfelds mit der Stabilität und den Ressourcen eines erfolgreichen US-Unternehmens.

We’re on the lookout for Customer Care Representatives II to join our PSA Customer Care team in Frankfurt to provide world class customer care to our customers around the world. Professional Sports Authenticator (PSA) is the largest and most trusted third-party trading card authentication and grading company in the world. You’ll answer customer inquiries for Collectors supporting the PSA Vault and the eBay teams. As a Customer Care Representative, you will provide service information while resolving customer concerns over the phone, through email, on social media, through Live Chat, on Collectors message boards and in person when needed. You'll report to the Customer Care Manager and work from our European headquarters in Frankfurt am Main. Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

What You’ll Do:

• Provide timely responses to customer inquiries while meeting standard contact center metrics
• Respond and resolve concerns received from customers via written correspondence, email, social media, Live Chat and through Collectors message boards
• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
• Sell and place orders for memberships and supplies
• Research and resolve complaints or issues according to company policies and procedures
• Make calls to follow up on questions, complaints and issues
• Participate in outbound call campaigns to retain and engage customers
• Attend trade shows as company representative to assist in order processing with submissions
• Provide general office support
• 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

Who You Are:

• 1-2 years of customer service experience required, preferably within a contact center environment
• Fluent in English.
• Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence
• Fluency in other written and spoken languages either in French or Italian is required
• Google Docs, DialPad, SalesForce, Slack experience preferred
• Familiarity with standard concepts, practices, and procedures within our particular field
• Ability to understand and relay company policies and procedures
• 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
• Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner
• 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
• 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 everyone’s efforts to succeed
• 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
• Identifies and resolves problems in a timely manner; works well in group problem solving situations

Salary Range: The salary range for this position is €41,714.58 - €47,971.77. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.

Diversity Statement: Collectors Universe is an equal opportunity employer. We welcome applications from all qualified candidates regardless of ethnic origin, gender, religion or belief, disability, age, or sexual orientation (m/w/d). Diversity und Chancengleichheit: Collectors Universe ist ein Arbeitgeber der Chancengleichheit. Wir begrüßen Bewerbungen von allen qualifizierten Kandidat*innen, unabhängig von ethnischer Herkunft, Geschlecht, Religion oder Weltanschauung, Behinderung, Alter oder sexueller Orientierung (m/w/d).

Reasons To Join Us:

• The opportunity to be a part of our Germany operation and to make a meaningful impact on the successful launch of PSA in the EU
• A dynamic and collaborative international team
• An organization dedicated to supporting the passionate Collectors community
• A competitive salary and benefits

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. With our proven track record of success, we are excited to expand our operations to Germany. As a startup operation in this new market, we offer a unique opportunity for innovative and driven individuals to make a significant impact. Join us at the forefront of establishing the PSA brand in Europe and enjoy the benefits of working in a startup environment backed by the stability and resources of a successful US business. Collectors ist führender Entwickler innovativer Technologien und bietet Sammlern weltweit Dienstleistungen mit zusätzlichen Nutzen. Wir bewerten, authentifizieren, lagern und verkaufen Millionen von Sammlerstücken, die Rekorde brechen. Dabei modernisieren und digitalisieren wir unsere Prozesse kontinuierlich, um Sammler bei der Ausübung ihrer Leidenschaften zu unterstützen. Wir sind stets auf der Suche nach talentierten Mitarbeitern für unser wachsendes Team. Unser Angebot umfasst Sammelkarten, Autogramme, Comics, Münzen, Videospiele, Veranstaltungstickets und Erinnerungsstücke. Zu unseren Tochtergesellschaften gehören PSA, PCGS, Beckett, SGC und Card Ladder. Seit unserer Gründung im Jahr 1986 haben wir Millionen von Artikeln bewertet und authentifiziert. Wir beschäftigen mehr als 3000 Mitarbeiter in unserem Hauptsitz in Santa Ana, Kalifornien, und in unseren Büros in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Kanada, Mexiko, Deutschland, das Vereinigte Königreich und Frankreich. Aufgrund unserer nachweislichen Erfolgsbilanz freuen wir uns, unsere Geschäftstätigkeit auf Deutschland auszuweiten. Als junges Unternehmen in diesem neuen Markt bieten wir innovativen und engagierten Menschen die einzigartige Chance, einen entscheidenden Beitrag zu leisten. Werde Teil unseres Teams und gestalte die Zukunft der Marke PSA in Europa mit. Profitiere von den Vorteilen eines dynamischen Startup-Umfelds mit der Stabilität und den Ressourcen eines erfolgreichen US-Unternehmens.