Senior Global Customer Care Specialist

Collectors Universe, Inc.; Jersey City (NJ); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation and Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors Universe, Inc. seeks a Senior Customer Care Specialist to deliver world-class support for PCGS and Collectors’ customers worldwide.

This full-time, on-site role is based in Jersey City, NJ, reporting to the Customer Care Assistant Manager and working five days per week. The position handles inquiries by phone, email, social media, Live Chat, and message boards; requires 4+ years in customer service and an Associate’s degree (or equivalent).

Qualifications

• Associate's Degree or equivalent preferred and/or 4+ years of customer service/hospitality/retail experience (call center or contact center experience preferred)
• Fluent in English.
• Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence.
• Fluency in other written and spoken languages is a plus.
• Google Docs, Ring Central, Salesforce, Slack 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

Responsibilities

• Provide timely responses to customer inquiries over the phone while meeting standard call 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 (optional)
• Provide general office support
• Represent yourself as a customer service professional, stating by providing high quality care in email, written correspondence, Live Chat and social media in particular

Skills

Fluent in English

Excellent oral communication

Reading comprehension

Multilingual capability

Education

Associate's Degree or equivalent

Tools

Google Docs

Ring Central

Salesforce

Slack

Job description

Collectors Universe, Inc. seeks a Senior Customer Care Specialist to deliver world-class support for PCGS and Collectors’ customers worldwide.

This full-time, on-site role is based in Jersey City, NJ, reporting to the Customer Care Assistant Manager and working five days per week. The position handles inquiries by phone, email, social media, Live Chat, and message boards; requires 4+ years in customer service and an Associate’s degree (or equivalent).