Intermediate Customer Care Representative, PSA Vault (Work Onsite)

Collectors; Santa Ana (CA); On-site; USD 25,003 - 35,610; Full time

Benefits offered by this job

Health Insurance

401(k) Matching Plan

Paid vacation and holidays

Job summary

Collectors is looking for an Intermediate Customer Care Representative based in Santa Ana, CA. The successful candidate will support customer inquiries, resolve issues, and provide information about our services and memberships.

The ideal candidate has over 3 years of customer service experience, strong communication skills, and proficiency in tools like Google Docs and SalesForce. A favorable hourly rate of $22 is offered along with health insurance and other benefits.

Qualifications

• 3+ years of customer service experience, preferably in a contact center.
• Fluency in additional languages is a plus.
• Excellent oral communication and presentation skills.

Responsibilities

• Provide timely responses to customer inquiries.
• Resolve concerns via email, social media, Live Chat.
• Inform customers about company services.

Skills

Customer service experience

Fluent in English

Conflict resolution skills

Proficient with Google Docs

Experience with SalesForce

Team-oriented

Tools

DialPad

Slack

Job description

PSA Vault Intermediate Customer Care Representative

Join our PSA Customer Care team as an Intermediate Customer Care Representative, working at our Santa Ana, CA headquarters.

What You’ll Do

• Provide timely responses to customer inquiries while meeting standard contact center metrics.
• Respond and resolve concerns via written correspondence, email, social media, Live Chat, and Collectors message boards.
• Inform 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 follow‑up calls on questions, complaints, and issues.
• Participate in outbound call campaigns to retain and engage customers.
• Represent the company at trade shows to assist in order processing with submissions.
• Provide general office support.
• Strive to earn praise from customers for high‑quality care through email, written correspondence, Live Chat, and social media.

Who You Are

• 3+ years of customer service experience, preferably in a contact center.
• Fluent in English, with strong reading, writing, and comprehension skills.
• Fluency in additional languages is a plus.
• Experience with Google Docs, DialPad, SalesForce, and Slack preferred.
• Familiarity with industry standard concepts, practices, and procedures.
• Excellent oral communication, presentation skills, and meeting participation.
• Professional, clear responses on email, social media, Live Chat, and message boards.
• Conflict resolution skills, confidentiality, listening, and emotional control.
• Team‑oriented, objective, feedback‑open, and contributing to a positive team spirit.
• Management of difficult emotional customer situations, prompt responses, customer feedback collection, and commitment to service.
• Problem‑solving abilities in a timely manner.

Physical Requirements

• Computer use: typing, mouse work, and prolonged computer use.
• Hand use: regular hand tasks.
• Hearing: ability to hear alarms, signals, and verbal instructions.
• Lifting and carrying: lift, carry, move materials up to 40 pounds.
• Phone answering: talking and texting; manual dexterity to operate system.
• Sitting or standing: extended periods.

Hourly Rate

The reasonable estimated hourly rate for this position is $22. Actual compensation varies based on non‑discriminatory factors such as location, job level, prior experience, and skill set.

Reasons to Join Us

• Health Insurance: Medical, Dental, and Vision.
• Additional Benefits: Fertility, commuter, and educational assistance.
• 401(k) Matching Plan.
• Paid vacation and holidays.
• Employee discounts on grading services.
• Flexible hours and shift options.
• Fun working environment with celebrations, holiday events, and team building.

Candidate Qualifications

Must be authorized to work in the United States and eligible for U.S. E‑Verify.

Equal Employment Opportunity

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.

Accommodations and Contact

If you require an accommodation to apply or interview due to a disability or special need, please email [e-mail].