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. Weâre 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.
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 fĂŒhrender Entwickler innovativer Technologien und bietet Sammlern weltweit Dienstleistungen mit zusĂ€tzlichen Nutzen. Wir bewerten, authentifizieren, lagern und verkaufen Millionen von SammlerstĂŒcken, die Rekorde brechen. Dabei modernisieren und digitalisieren wir unsere Prozesse kontinuierlich, um Sammler bei der AusĂŒbung ihrer Leidenschaften zu unterstĂŒtzen. Wir sind stets auf der Suche nach talentierten Mitarbeitern fĂŒr unser wachsendes Team.
Unser Angebot umfasst Sammelkarten, Autogramme, Comics, MĂŒnzen, Videospiele, Veranstaltungstickets und ErinnerungsstĂŒcke. Zu unseren Tochtergesellschaften gehören PSA, PCGS, Beckett, SGC und Card Ladder.
Seit unserer GrĂŒndung im Jahr 1986 haben wir Millionen von Artikeln bewertet und authentifiziert. Wir beschĂ€ftigen mehr als 3000 Mitarbeiter. Mitarbeiter in unserem Hauptsitz in Santa Ana, Kalifornien, und in unseren BĂŒros in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Kanada, Mexiko, Deutschland und Frankreich.
Aufgrund unserer nachweislichen Erfolgsbilanz freuen wir uns, unsere GeschÀftstÀtigkeit 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 StabilitÀt und den Ressourcen eines erfolgreichen US-Unternehmens.
Weâre looking for an experienced Senior Customer Care Lead to join our PSA Customer Care team in Frankfurt to provide world-class customer care to our customers around the world.
Youâll answer customer inquiries for Collectors supporting PSA. As a Senior Customer Care Team Lead, you will provide service information while resolving customer concerns over the phone, through email, and all other communication channels, including in person if needed.
You'll report to the PSA Customer Care Manager and work from our European headquarters in Frankfurt am Main.
Onsite Requirement:This role requires you to be onsite in the office 5 days per week.
What You Will Do:Â
Take on timely responses to higher priority customer inquiries over the phone while meeting call center metrics
Assist in responding to and resolving higher-level, complex concerns and situations received from customers via written correspondence, email, social media, Live Chat and through Collectors message boards
Be an informal leader and mentor to other customer care representatives by assisting in developing your teammates
Help delegate work in informing prospective and existing customers of company services, memberships, procedures, policies, and promotions
Help delegate order placements for memberships and supplies
Research and resolve escalation tickets, complaints, or issues according to company policies and procedures
Make calls to follow up on questions, complaints, and issues
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
Who You Are:Â
6+ years of customer service and/or call center 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.
Salesforce, Google Docs, Slack preferred
Familiarity with standard concepts, practices, and procedures within a support contact center environment
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
Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner
Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to othersâ ideas and tries new things
Balances team and individual responsibilities; exhibits objectivity and openness to othersâ views; gives and welcomes feedback; contributes to building a positive team spirit; puts the success of the team above own interests; able to build morale and group commitments to goals and objectives; supports everyoneâs 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
Salary Range:The salary range for this position is âŹ59,669.25 - âŹ68,619.64. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.
Reasons To Join Us:
The opportunity to be a part of our Germany operation and to make a meaningful impact on the successful launch of PSA in the EU
A dynamic and collaborative international team
An organization dedicated to supporting the passionate Collectors communityÂ
A competitive salary and benefits
Residents of areas outside the United States: Please see the Collectors Global Privacy Policy, located here.
When you apply to a job on this site, the personal data contained in your application will be collected by Collectors (âControllerâ), which is located at 1600 E St Andrew Pl Ste 150 Santa Ana, CA 92705 and can be contacted by emailing people@collectors.com. You may reach our privacy protection officer by emailing privacy@collectors.com. Your personal data will be processed for the purposes of managing Controllerâs recruitment, hiring, and related activities, which include but are not limited to setting up and conducting candidate interviews and technical exams, evaluating and assessing the results thereof, and communicating with the candidate. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of a
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