PSA Hobby Concierge Representative, Santa Clara, CA

Collectors; Sunnyvale, Santa Clara, San Jose (CA, CA, CA); Hybrid; USD 28,000 - 36,000; 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 in California is seeking a PSA Hobby Concierge Representative to deliver a world-class customer experience at submission centers in physical hobby shops. You will assist customers with questions, intake submissions, package items securely, and ship to headquarters, while contributing to process improvements and brand growth.

Light travel up to 10% is required; onsite work at MojoBreaks Santa Clara, CA and at events 3–5 days a week with potential overtime.

Qualifications

• Excellent communication and conflict resolution abilities are required to maintain customer satisfaction.
• Ability to solve problems quickly with limited supervision.
• Strong time management and multi-tasking to process submissions efficiently.

Responsibilities

• Responsibly handle and secure submissions until pickup.
• Receive and process submissions at the shop.
• Prioritize tasks during submission center hours.
• Organize orders by service level and expedites when needed.
• Support the PSA/DNA team and shop events.
• Resolve escalated customer issues in person, by phone, or Email.
• Actively solicit business in the shop.
• Provide weekly updates on center performance.
• Collaborate with management to improve processes and revenue.
• Identify ways to enhance overall customer experience.

Skills

Communication skills

Problem solving

Time management

Interpersonal skills

Teamwork

Organizational skills

Professionalism

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, 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’re looking for a PSA Hobby Concierge Representative to join our team to provide a world-class customer experience to our fans at submission centers in physical hobby shops. You’ll assist customers with questions, intake submissions, package them safely, and ship them to our headquarters. You’ll also look for ways to improve the hobby submission process and expand the Collectors footprint at shops throughout the United States, frequently working in tandem with another Hobby Concierge Representative for busier days (and could work at more than one location and at trade shows). You’ll contribute to the growth and development of the PSA brand at hobby shops by delivering exceptional customer care in-person, over the phone, and through e-mail correspondence. You’ll also maintain a professional image while answering customer inquiries and resolving outstanding concerns. Light travel is required for this position of up to 10%. You must have a valid driver’s license (required) and having a valid passport is preferred (but not required). You’ll report to the Customer Experience Supervisor and work onsite at the MojoBreaks hobby shop in Santa Clara, CA as well as other events 3-5 days a week with heavy overtime and weekend work.

What You’ll Do:

• Responsibly handle all submissions to keep items safe and secure until pick-up
• Receiving and processing submissions at the shop
• Prioritizes responsibilities during submission center hours
• Organizes and processes orders by service level and expedites orders as necessary
• Supports the PSA/DNA team and works with the shop management for events that the team can support
• Resolves escalated customer complaints and issues in person, over the phone, or through email
• Actively solicit business in the shop
• Provide weekly updates on submission center performance
• Works closely with management and the hobby shop team to improve processes and drive revenue
• Looks at ways to improve processes and the overall customer experience

Who You Are:

• Able to travel up to attend various shows and special events
• Drivers licensed is required
• Valid passport is helpful
• Communication Skills -The ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain and generate business
• Problem Solving: Ability to identify and resolve problems quickly and accurately, with limited supervision
• Time Management: Ability to coordinate time and job duties to process orders quickly and efficiently
• Interpersonal Skills: Communicate clearly and intelligently with other departments as well as others outside of the organization
• Teamwork: Willingness and ability to work well with others while balancing team and individual responsibilities
• Organizational Support: Follow policies and procedures set forth by the company Judgment: Make appropriate decisions using critical thinking and based on company policies and procedures Organization: Ability to multi-task, manage time efficiently, and prioritize what work needs to be done first Professionalism: Approach others with respect and work well under pressure Quality: Complete work with accuracy and attention to detail

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 Rate:

The reasonable estimated hourly rate for this position is $23. Actual compensation varies 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

Candidates must be authorized to work in the United States. Collectors uses e-Verify to validate your ability to work legally in the United States.

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 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]

U.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. If you are based in California, you can read information for California residents here.

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, and France.