PSA Hobby Concierge Representative, Santa Clara, CA

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