Customer Experience Associate

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 are looking for a meticulous and knowledgeable individual to join our team as an eBay Customer Experience Associate for our PSA Vault team. In this position, you will play a vital role in providing world-class customer experience to our customers.

You will work directly with customers on inquiries and concerns regarding eBay listings and activity, specifically through the PSA Vault. In this capacity you will also help to identify, resolve, and escalate customer experience issues or other concerns with the PSA eBay store. 

Furthermore, you will ensure the accuracy and completeness of our auction titles, image quality and accuracy, and any other quality assurance activities that will help to maintain the trust and confidence of our valued collectors and buyers. Lastly, you will serve as a connector for all the different business units that touch eBay submissions to assist with any issues that come up.

You’ll report to the Customer Care Supervisor and work onsite at our Santa Ana, CA office headquarters.

Onsite Requirement:

This role requires you to be onsite in the office 5 days per week.

What You’ll Do:

• Verify the accuracy and completeness of eBay auction titles, with a heavy focus on graded cards, to ensure they provide a clear and concise representation of the item being sold.

• Collaborate with the vault operations team to review and improve title descriptions, clarifying any discrepancies or misleading information.

• Conduct detailed research on graded cards and memorabilia to validate the information provided in the titles.

• Stay up-to-date with the latest trends, market values, and card specifications to ensure accurate representation in the titles.

• Catalog common titling issues and partner with your manager to improve product workflows aimed at limiting the number of titling issues.

• Act as the main point of contact for eBay customers (buyers) by managing the PSA eBay store message inbox. 

• Work with the customer care team to assist with customer feedback and inquiries regarding title accuracy, promptly addressing any concerns and making necessary revisions.

• Work closely with the product photography team to cross-reference images with the title descriptions to ensure quality, consistency and accuracy.

Who You Are:

• Extensive knowledge and understanding of graded cards, sports and non-sports, including card brands, players / characters, variations, and market demand.

• Strong attention to detail and the ability to identify and correct inaccuracies or misleading information in titles. 

• Excellent research skills, with the ability to gather information from various sources to validate title accuracy.

• Familiarity with standard concepts, practices, and procedures within the grading and e-Commerce industries, with specific expertise in collectible marketplaces (e.g., eBay, PWCC, etc.).

• Strong understanding of Google Sheets, Docs and similar tools.

• Strong organizational skills and the ability to manage multiple tasks simultaneously.

• Excellent written and verbal communication skills along with collaboration skills to work effectively with cross-functional teams.

• Passion for card collecting and trading, with prior experience in the field being highly desirable.

• Passionate about customer needs and the customer experience with a demonstrated track record of going above and beyond to create excellent customer experiences. 

• Ability to work independently and meet deadlines.

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 $26.00. 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 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 [email protected].

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 [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see ourPrivacy Notice for U.S. Applicants.

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