Senior Customer Care Specialist, PCGS
About the role
Professional Coin Grading Service (PCGS) has been the industry standard for the third-party authentication and grading of coins and banknotes from all over the world. PCGS is the pioneer of major breakthroughs throughout the hobby that have forever changed the way collectibles are bought and sold. In addition to bringing confidence to collectors and dealers through a respected grading standard and strong guarantee, PCGS created the first competitive Set Registry platform, built the largest online encyclopedia of U.S. coin information, and revolutionized anti-counterfeiting technology. Together, these elements have created unprecedented public support for PCGS and international growth for the rare coin and banknote industries.
PCGS also operates Certified Coin Exchange, the most robust online platform for dealer transactions.
Responsibilities
- Handle specialized customer inquiries, escalations, and claims support for the PCGS contact center over the phone, through email, on social media, through Live Chat and on 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 (optional).
- Provide general office support.
- Representatives will strive to earn praise from customers regarding the high quality care they provide via email, written correspondence, Live Chat and social media in particular.
Requirements
- Associates 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
- 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; 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
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
- Fluency in English
- Google Docs, Ring Central, Salesforce, Slack proficiency
- Familiarity with standard concepts, practices, and procedures within the coin grading industry
- Excellent oral communication skills
- Problem-solving abilities
- Customer service experience
Benefits
- 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.
Pay
The reasonable estimated hourly rate for this position is $26. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.
Schedule
This role requires you to be onsite in the office 5 days per week from our Santa Ana corporate headquarters Monday-Friday.