PSA Concierge, Canada

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 here at Collectors are looking for a PSA Concierge for our Canada division to join our Sales team to provide world-class customer care to our dealers and VIP’s. This role will work directly with customers in-person to assist with drop-off orders for PSA, PSA/DNA, and WATA. Concierge staff will help shepherd through those orders keeping the customer abreast of any issues that happen along the way up through order fulfillment and pick-up. Concierge representatives will also assist with employee submissions as well. Representatives will handle shipping products and assisting with general customer outreach and engagement during downtime. There will also be heavy travel to support PSA’s initiatives at events.

You’ll report to the Customer Experience Supervisor and work from our Mississauga, Ontario office in person each day: Monday-Friday, 8:00 a.m. - 5:00 p.m. with opportunities for overtime as needed. There will frequently be fluctuations to the schedule based on travel.

What You’ll Do:

• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions - Actively soliciting new business

• Schedule drop-offs with customers to allow there to be an organized flow of customers and products to the Collectors facility

• Handle issues with dealers who are not assigned a sales representative to make sure they receive excellent customer care

• Work with Security, Sales and PR if there is a high value submission taking place

• Attend to onsite VIP submitters to ensure a first-class guest experience by developing engagement programs and schwag for important customers

• Assist with inquiries on orders and pricing with customers at drop-off while ensuring all  submission forms are accurately filled out, items properly handled, and orders delivered to the Receiving department for order entry 

• Assist customers with account changes, order inquiries, status updates and finance issues

• Work with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders Results, and Shipping to assist with any customer issues, including but not limited to resolving submission form errors, operational errors, address or shipping updates, and order status inquiries

• Work with Finance on any issues with payment processing

• Research and resolve complaints or issues according to company policies and procedures

• Activate employee roles and assist them with the submission process

• Make calls to follow-up on questions, complaints and issues

• Alert Marketing to opportunities to tell success stories from collectors, interview them, get photos for social media, etc.

• Properly package and regularly ship products to our New Jersey, Plano and Santa Ana locations.

• Be able to answer questions on the outcome of the submissions

• Assist with account development opportunities and finding new business during down time that will encourage submissions

• Attend trade shows as company representative to assist in order processing with submissions, developing relationships with existing customers and prospecting for new customers

• Assist with Public Days, Invitationals and larger events

• 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

• Assist with walk-in customers who do not have an appointment

• Collaborate with other team members to develop process improvements to be put on the Product & Tech Roadmap or to be solved through the Hackathon.

• Representatives will be responsible for keeping their workspace and visitor waiting area tidy and well-stocked with necessary supplies

• Organize and manage the pick-up room daily, including but not limited to making calls to dealers/customers in advance of end of week or end of quarter to coordinate timely pick-ups

• Drive process improvement by developing solutions that will save money and improve efficiency

Who You Are:

• Associates Degree or equivalent preferred and/or 4+ years sales, customer care or hospitality experience.

• 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.

• Familiarity with standard concepts, practices, and procedures within our particular field

• Friendly and outgoing

• 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

• Exceptional written communication - Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner

• Interpersonal skills - 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

• Ability to understand and relay company policies and procedures

• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed

• Customer Care - 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

• Problem solving - Identifies and resolves problems in a timely manner; works well in group problem solving situations

• Representation - Positively represent the company at all times

• Be versed in the following computer programs: Navision, Grading System Manifesting/Order Processing, DailPad, Salesforcel, Slack and Google Docs

• Attention to detail is critical in this role with representative exhibiting solid problem solving abilities

• Ability to work well with a cross section of the Collectors Team

Physical Requirements: 

• Bending and Twisting: Bending neck/waist, twisting neck/waist, and squatting.

• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.

• Exposure to Machinery: Exposure to machinery noise, which may include noise from forklifts, injection presses, or other machinery.

• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.

• Lifting and Carrying: Ability to lift, carry, and move materials up 40 lbs.

• Sitting or Standing: Ability to sit or stand for extended periods of time.

• Temperature and Humidity: Occasional exposure to warehouse environments without heating or cooling with fluctuations in temperatures and humidity

• Walking: Ability to walk for long periods.

Work Environment: The job is performed indoors in a traditional office setting, convention center, sporting arena, hotel meeting area, warehouses and/or at customer’s location. Activities include extended periods of sitting and extensive work at a computer, sitting and standing for extended periods of time on location at a show or private event. The noise level in the work environment is usually moderate with an occasional fluctuation.

Hourly Rate: 

The reasonable estimated hourly rate for this position is $34 CAD. 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

• 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

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 our Privacy Notice for U.S. Applicants.

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