Customer Care Representative, Power Packs

Collectors; Santa Ana (CA); Hybrid; USD 25,000 - 32,000; Full time

Benefits offered by this job

Health Insurance

Fertility benefits

Commuter benefits

Educational assistance

401(K) Matching Plan

Vacation

Holidays

Employee discounts

Flexible hours

Fun working environment

Job summary

Collectors is seeking a detail-oriented Customer Care Representative for the New Ventures Marketplace to ensure world-class support for collectors. You will handle account health, financial transactions, and technical troubleshooting while collaborating with cross-functional teams.

The role supports remote or hybrid work arrangements; onsite presence may be required for candidates within commuting distance. An emphasis on accuracy, research, and customer advocacy guides daily tasks.

Qualifications

• Detail oriented with strong attention to detail and the ability to identify and correct inaccuracies or misleading information.
• Excellent research skills, with the ability to gather information from various sources to validate product or order accuracy.
• Strong understanding of Google Sheets, Docs, and similar collaborative tools.

Responsibilities

• 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.

Skills

Detail oriented

Research skills

Technical proficiency

Organizational skills

Communication

Autonomy

Passion for card collecting

Tools

Google Sheets

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 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.We are looking for a detail-oriented and experienced professional to fill the role of Customer Care Representative, Power Packs (Marketplace) . In this position, you will drive the New Ventures Marketplace service strategy and ensure our collectors receive nothing short of world-class support.You will manage a broad spectrum of collector needs, ranging from financial transactions and account health to technical troubleshooting and asset fulfillment, ensuring a seamless experience across the entire platform.You'll report to the Director of Customer Experience, New Ventures (Marketplace) . Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process.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 processesFinancial & Marketplace Support: Troubleshoot complex transactional issues related to Payouts, Payments, and Selling mechanics on the platformTechnical 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 stabilityVoice of the Customer: Systematically categorize user Feedback to identify trends and effectively advocate for the customer to influence product roadmap prioritiesWorkflow Improvement: Collaborate with business and operations teams to define root causes of recurring problems, helping to drive initiatives such as workflow redesigns or support automationWho You Are:Detail Oriented: Strong attention to detail and the ability to identify and correct inaccuracies or misleading informationResearch Skills: Excellent research skills, with the ability to gather information from various sources to validate product or order accuracyTechnical Proficiency: Strong understanding of Google Sheets, Docs, and similar collaborative toolsOrganizational Skills: Strong organizational skills and the ability to manage multiple tasks simultaneouslyCommunication: Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teamsPassion: Passion for card collecting and trading, and a demonstrated track record of going above and beyond to create excellent customer experiencesAutonomy: Ability to work independently and meet deadlines in a remote environmentPhysical Requirements:Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of timeHand Use: Regular hand use for various tasksHearing Requirements: Ability to hear alarms, signals, and verbal instructionsLifting and Carrying: Ability to lift, carry, and move materials up to 40 poundsPhone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficientlySitting or Standing: Ability to sit or stand for extended periods of timeHourly 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 VisionAdditional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goalsVacation: All full-time employees are eligible for paid vacationHoliday Pay: All regular, full-time employees are eligible for ten company paid holidaysEmployee Discounts: Employees receive discounts on select grading services for approved submissionsFlexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needsFun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activitiesCollectors 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 [e-mail] 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 [e-mail].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 .