Customer Care Representative, PSA (Work Onsite)

About the role

PSA Customer Care Representatives join the PSA Customer Care team to provide world-class customer care to our customers around the world. This role is based in Plano, TX.

Responsibilities

• Answer customer inquiries for Collectors supporting the PSA Vault and the eBay teams
• Resolve customer concerns over the phone, through email, on social media, through 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
• Provide general office support

Requirements

• 1-2 years of customer service experience, preferably within a contact center environment
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence
• Familiarity with standard concepts, practices, and procedures within our particular field
• 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
• 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
• 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

Qualifications

• 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

Skills

• Google Docs, DialPad, SalesForce, Slack experience preferred

Benefits

• Health Insurance
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
• 401(K) Matching Plan
• Vacation
• Holiday Pay
• Employee Discounts
• Flexible Hours

Pay

The reasonable estimated hourly rate for this position is $19.50 - $21.50. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Schedule

Work shift: 9am-7pm CST, 4 days a week