Customer Experience Specialist, PSA

1 week ago

Santa Ana, California, United States Collectors Full time
Customer Experience Specialist

We are seeking a highly skilled Customer Experience Specialist to join our PSA Customer Experience team. As a key member of our team, you will be responsible for providing world-class customer care to our customers around the globe.

Key Responsibilities:
  • Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
  • Schedule drop offs with customers to allow for 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 ensure 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 downtime
  • Work to identify and develop new accounts for the company at shows, in-person, online, and over the phone
  • Attend trade shows as a company representative to assist in order processing with submissions
  • 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
Requirements:
  • Associates Degree or equivalent preferred and/or 4+ years Customer Care/hospitality/retail 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.
  • Collectibles knowledge of experience strongly preferred
  • 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
  • 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' 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 represents the company at all times
  • Be versed in the following computer programs: Navision, Grading System Manifesting/Order Processing, Zendesk, Ring Central, Slack, and Google Docs
  • Attention to detail is critical in this role with representatives exhibiting solid problem-solving abilities
  • Ability to work well with a cross-section of the Collectors Team
  • Sales and Marketing experience is a plus
Physical Requirements:
  • Sitting
  • Walking
  • Standing
  • Bending neck
  • Able to lift up to 30lbs
  • Hand Use

We offer a competitive hourly rate of $21.50 and a range of benefits, including health insurance, 401(k) matching, vacation time, and holiday pay. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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