Client Services Associate, PSA Europe

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, the UK, and France.

With our proven track record of success, we are excited to expand our operations to Germany. As a startup operation in this new market, we offer a unique opportunity for innovative and driven individuals to make a significant impact. Join us at the forefront of establishing the PSA brand in Europe and enjoy the benefits of working in a startup environment backed by the stability and resources of a successful US business.

Collectors ist führender Entwickler innovativer Technologien und bietet Sammlern weltweit Dienstleistungen mit zusätzlichen Nutzen. Wir bewerten, authentifizieren, lagern und verkaufen Millionen von Sammlerstücken, die Rekorde brechen. Dabei modernisieren und digitalisieren wir unsere Prozesse kontinuierlich, um Sammler bei der Ausübung ihrer Leidenschaften zu unterstützen. Wir sind stets auf der Suche nach talentierten Mitarbeitern für unser wachsendes Team.

Unser Angebot umfasst Sammelkarten, Autogramme, Comics, Münzen, Videospiele, Veranstaltungstickets und Erinnerungsstücke. Zu unseren Tochtergesellschaften gehören PSA, PCGS, Beckett, SGC und Card Ladder.

Seit unserer Gründung im Jahr 1986 haben wir Millionen von Artikeln bewertet und authentifiziert. Wir beschäftigen mehr als 3000 Mitarbeiter in unserem Hauptsitz in Santa Ana, Kalifornien, und in unseren Büros in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Kanada, Mexiko, Deutschland, das Vereinigte Königreich und Frankreich.

Aufgrund unserer nachweislichen Erfolgsbilanz freuen wir uns, unsere Geschäftstätigkeit auf Deutschland auszuweiten. Als junges Unternehmen in diesem neuen Markt bieten wir innovativen und engagierten Menschen die einzigartige Chance, einen entscheidenden Beitrag zu leisten. Werde Teil unseres Teams und gestalte die Zukunft der Marke PSA in Europa mit. Profitiere von den Vorteilen eines dynamischen Startup-Umfelds mit der Stabilität und den Ressourcen eines erfolgreichen US-Unternehmens.

We’re looking for a Collectors Concierge (Client Services Associate) to join our Customer Care team to provide world class customer care to our customers around the world. This role will work directly with customers in person to assist with drop off orders for PSA, PCGS, PSA/DNA, and WATA. They will help shepherd through those orders keeping the customer abreast of any issues that happen along the way up through order fulfillment and pickup. They will also assist with employee submissions as well. Associates will assist with general customer care emails and order assistance during downtime.

Approximately 40% travel is required for this position. Having a valid driver’s license is preferred (but not required).

You’ll report to our Business Development Lead and work from our Frankfurt-am-Main office.

What You'll Do:

• •Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
• •Schedule drop offs with customers to allow there to be an organized flow of customers and products to the Collectors facility
• •Work with Security and/or Sales if there is a high value submission taking place
• •Attend to onsite VIP submitters to ensure a first class guest experience
• •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
• •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, 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
• •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.
• •Schedule pickups with customers and insure a smooth transaction during those pickups
• •Be able to answer questions on the outcome of the submissions
• •Assist with Customer Care emails and general inquiries during down time
• •Attend trade shows as company representative to assist in order processing with submissions (optional)
• •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
• •Representatives will be responsible for keeping their workspace and visitor waiting area tidy and well-stocked with necessary supplies
• •Organize and manage the pickup 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 pickups

Who You Are:

• •Able to travel up to 40% of the time attending various shows and special events
• •4+ years Customer Care/hospitality experience
• •Ability to understand and relay company policies and procedures
• •Familiarity with standard concepts, practices, and procedures within our particular field
• •Exceptional written communication skills
• •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
• •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
• •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
• •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
• •Valid Driver’s License is preferred

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.

Pay Transparency Statement:

• The gross annual salary range for this position is €46,603.45 to €61,633.07. Placement within the range is based on objective, gender-neutral factors such as relevant experience, qualifications, and scope of responsibility. This role may also be eligible for bonuses or other variable compensation .
• Entgelttransparenz Die Bruttojahresvergütung für diese Position liegt zwischen €46.603,45 und €61.633,07. Die Einordnun