Intermediate Customer Care Representative, PSA Vault (Work Onsite)

About the role

PSA Vault Intermediate Customer Care Representatives are needed to join the PSA Customer Care team. This team supports Collectors and the eBay teams, providing world-class customer care for millions of record-setting collectibles.

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
• 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

• 3+ 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 $22. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Schedule

This role requires you to be onsite in the office 5 days per week from our Santa Ana, CA headquarters.