Customer Care Representative, Power Packs

Collectors Universe, Inc.; California (MO); Remote; USD 25,000 - 32,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors Universe, Inc. is seeking a customer service professional to manage frontline and escalated interactions across a diverse set of topics including account management, general inquiries, and card redemption.

The role supports payouts, payments, and selling mechanics on our platform while addressing imaging, vault storage, and bug reporting issues. The ideal candidate will be detail oriented, possess strong research skills, and be proficient with Google Sheets and Docs.

Qualifications

• Detail oriented and able to identify inaccuracies or misleading information.
• Excellent research skills to validate product or order accuracy.
• Strong proficiency with Google Sheets, Docs, and similar collaboration tools.
• Excellent organizational skills to manage multiple tasks simultaneously.
• Ability to communicate clearly in writing and verbally; collaborate across teams.

Responsibilities

• Execute Customer Service Strategy across front-line and escalated interactions (Account management, General Inquiries, Card Redemption).
• Provide Financial & Marketplace Support by troubleshooting payouts, payments, and selling mechanics.
• Perform Technical Triage for Imaging Issues, Vault storage inquiries, and bug reporting as first line of defense for platform stability.
• Capture Voice of the Customer by categorizing feedback to influence product roadmap priorities.
• Collaborate with business and operations teams to drive workflow improvements and automation.

Skills

Detail oriented

Research skills

Google Sheets

Docs

Organizational skills

Communication

Card collecting passion

Autonomy

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.

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.

What You’ll Do

• Execute Customer Service Strategy: Handle front-line and escalated interactions across a diverse range of support topics, including Account management, General Inquiries, and Card Redemption processes
• Financial & Marketplace Support: Troubleshoot complex transactional issues related to Payouts, Payments, and Selling mechanics on the platform
• Technical Triage: Address technical and inventory concerns such as Imaging Issues, Vault storage inquiries, and Bug reporting, acting as the first line of defense for platform stability
• Voice of the Customer: Systematically categorize user Feedback to identify trends and effectively advocate for the customer to influence product roadmap priorities
• Workflow Improvement: Collaborate with business and operations teams to define root causes of recurring problems, helping to drive initiatives such as workflow redesigns or support automation

Who You Are

• Detail Oriented: Strong attention to detail and the ability to identify and correct inaccuracies or misleading information
• Research Skills: Excellent research skills, with the ability to gather information from various sources to validate product or order accuracy
• Technical Proficiency: Strong understanding of Google Sheets, Docs, and similar collaborative tools
• Organizational Skills: Strong organizational skills and the ability to manage multiple tasks simultaneously
• Communication: Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teams
• Passion: Passion for card collecting and trading, and a demonstrated track record of going above and beyond to create excellent customer experiences
• Autonomy: Ability to work independently and meet deadlines in a remote environment

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 Range

The hourly range for this position is $18.50-$23. Actual compensation in this range will be 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
• 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

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 serve the diverse community of collectors we support.