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Quality Assurance Specialist, Customer Care

Company: Collectors Universe, Inc.
Location: Santa Ana
Posted on: November 15, 2022

Job Description:

Turn your passion for collecting into a career at Collectors. We're the leader in third-party authentication and grading services for high-value collectibles including trading cards (Professional Sports Authenticator), coins (Professional Coin Grading Services), video games (WATA), event tickets, autographs, and memorabilia. If you're a collectibles enthusiast, or if you want to help us in the global expansion of the collectibles market through our values of integrity, teamwork, and innovation, we'd love to hear from you.

We're looking for a Quality Assurance Specialist to join our Customer Care Team to help train and motivate representatives to improve the quality of their interactions with customers they talk to over the phone and message online. This role will work directly with managing Customer Care for the Collectors family of brands. They will actively look for ways to hire, train and motivate top talent to deliver world class customer care. They will work to develop the company's Customer Care Representatives to be successful in their jobs through regular audits of their work.

The candidate selected will report to the Assistant Manager of Customer Care and work from our Santa Ana office.

What You'll Do:

  • Work with Customer Care Assistant Manager to achieve the goals for the department
  • Actively listen to representative calls and review online correspondence to customers
  • Schedule feedback meetings or send emails to representatives for STAR & STAR-AR updates
  • Responsible for the training and coaching of new and existing employees
  • Assign and delegate tasks and duties
  • Research and resolve customer concerns, complaints, and pending issues
  • Answer customer inquiries in person, on the phone, and through email
  • Look for ways to improve process and give representatives the tools they need to be successful
  • Display empathy for customer concerns and handle escalated situations in the best interest of the company and customer
  • Follow pending items until they are resolved by contacting corresponding employees and/or departments
  • Build customer rapport through an understanding of the 'collector' experience
  • Contribute daily to team success by displaying a positive attitude when assisting customers and other employees
  • Follow and supports company policies and procedures
    Who You Are:

    • Bachelor's Degree or equivalent preferred and/or 4+ years Customer Care/hospitality experience
    • 1-2 years of experience training and leading a team
    • Google Docs, Ring Central, Zendesk, Navision, Slack experience is preferred
    • Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence. Fluency in other written and spoken languages is a plus.
    • Ability to understand and relay company policies and procedures
    • Excellent oral and written 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
    • Be able to focus 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
    • 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
    • Identifies and resolves problems in a timely manner; works well in group problem solving situations
      Reasons To Join Us:

      • Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
      • 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
      • Vacation: All full-time employees are eligible for paid vacation
      • Holiday Pay: All regular, full-time employees are eligible for nine 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
        Roles advertised as remote eligible are not open to applicants in Colorado and may not be performed in Colorado.

        Collectors may use 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 jobs@collectors.com.

        About Collectors

        Collectors is the leading provider of value-added services to the collectible's markets. We authenticate and grade collectible coins, trading cards, video games, event tickets, autographs, and memorabilia through our subsidiaries, which include Professional Sports Authenticators (PSA), Professional Coin Grading Services (PCGS), Certified Coin Exchange (CCE), Wata, Card Ladder, Collectors Corner, Set Registry, Collectors.com, and the Long Beach Expo collectibles trade show. Since our founding in 1986, we have graded and authenticated more than 80 million items. We employ over 1,000 people across our Santa Ana, CA headquarters, New Jersey, Seattle, Hong Kong, Paris, Shanghai and Tokyo. For more information, visit

        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 people@collectors.com.

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

Keywords: Collectors Universe, Inc., Santa Ana , Quality Assurance Specialist, Customer Care, Other , Santa Ana, California

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