Client Services Associate

1 day ago


Jersey City, New Jersey, United States PSA Full time
About the Role

We are seeking a highly skilled and customer-focused Client Services Associate to join our team at Collectors. As a key member of our Customer Care team, you will be responsible for providing exceptional service to our customers, ensuring their needs are met, and resolving any issues that may arise.

Key Responsibilities
  • Provide world-class customer service to our clients, responding to inquiries, and resolving issues in a timely and professional manner.
  • Assist customers with drop-off orders, ensuring accurate and efficient processing.
  • Collaborate with internal teams, including Security, Sales, and Logistics, to ensure seamless order fulfillment.
  • Attend to onsite VIP submitters, providing a first-class guest experience.
  • Assist with order inquiries, pricing, and submission form accuracy.
  • Work with Finance to resolve payment processing issues.
  • Research and resolve customer complaints and issues according to company policies and procedures.
  • Make follow-up calls to customers to ensure satisfaction and resolve any outstanding issues.
  • Alert Marketing to opportunities for success stories and testimonials.
  • Schedule pickups with customers, ensuring smooth transactions.
  • Be able to answer customer questions regarding submission outcomes.
  • Assist with Customer Care emails and general inquiries during downtime.
  • Attend trade shows as a company representative to assist with order processing and submissions (optional).
Requirements
  • Associates degree or equivalent preferred, and/or 4+ years of customer care/hospitality experience.
  • Ability to understand and relay company policies and procedures.
  • Familiarity with standard concepts, practices, and procedures within the collectibles industry.
  • Exceptional written communication skills.
  • Interpersonal skills, including conflict resolution, confidentiality, and active listening.
  • Teamwork, including balancing individual and team responsibilities, and contributing to a positive team spirit.
  • Problem-solving skills, including identifying and resolving issues in a timely manner.
  • Representation, including positively representing the company at all times.
  • Proficiency in computer programs, including Navision, Grading System Manifesting/Order Processing, Zendesk, Ring Central, Slack, and Google Docs.
  • Attention to detail and solid problem-solving abilities.
  • Ability to work well with a cross-section of the Collectors team.
Physical Requirements
  • Sitting
  • Walking
  • Standing
  • Bending neck
  • Hand Use
Benefits
  • Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision.
  • 401(K) Matching Plan: We offer a competitive 401k matching plan to support employees' 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 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.


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