Senior Customer Care Specialist (PCGS)

• You’ll handle specialized customer inquiries, escalations, and claims support for the PCGS contact center over the phone, through email, on social media, through Live Chat, on Collectors message boards and in person when needed
• You’ll report to the PCGS Customer Care Assistant Manager and work full-time onsite 5 days a week from our Jersey City, NJ
• Work Shift: Monday, Tuesday, Thursday, and Friday: 8:00 AM–5:00 PM
• Wednesday: 7:00 AM–5:00 PM
• This role requires you to be onsite in the office 5 days per week
• Provide timely responses to customer inquiries over the phone while meeting standard call center metrics
• Respond and resolve concerns received from customers via written correspondence, email, social media, Live Chat and through Collectors message boards
• Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions
• Sell and place orders for memberships and supplies
• Research and resolve complaints or issues according to company policies and procedures
• Make calls to follow up on questions, complaints and issues
• Participate in outbound call campaigns to retain and engage customers
• Attend trade shows as company representative to assist in order processing with submissions (optional)
• 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

Benefits

• Employee Discounts: Be your own customer. Receive discounts on select grading services for approved submissions.
• 401(K) Matching Plan: Invest in your future with our competitive 401k matching plan.
• Health Insurance: Collectors offers medical, dental, and vision for you and your family’s well being.
• Vacation/Paid Time Off: Enjoy time away from work with paid vacation for full-time employees.
• Holiday Pay: All regular, full-time employees are eligible for 10 company paid holidays.
• Flexible Hours: Flexible schedules with varying shifts are available to accommodate your needs.

• Familiarity with standard concepts, practices, and procedures within our particular field
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence
• 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
• Google Docs, Ring Central, Salesforce, Slack preferred
• Fluency in other written and spoken languages is a plus
• 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
• 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
• Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner
• Associates Degree or equivalent preferred and/or 4+ years of customer service/hospitality/retail experience (call center or contact center experience preferred)
• 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
• Ability to understand and relay company policies and procedures
• Identifies and resolves problems in a timely manner; works well in group problem solving situations
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
• Sitting or Standing: Ability to sit or stand for extended periods of time
• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
• Hand Use: Regular hand use for various tasks