Client Services Associate - Santa Ana, CA (Onsite)

What You’ll Do: Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions. Schedule drop‑offs with customers to allow 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, and get photos for social media. 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. Attend trade shows as company representative to assist in order processing with submissions (optional). 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. Who You Are: Able to travel up to 40% of the time attending various shows and special events. Driver licensed is required. Valid passport is helpful. Associate’s Degree or equivalent preferred and/or 4+ years Customer Care/hospitality experience. Ability to understand and relay company policies and procedures. Familiarity with standard concepts, practices, and procedures within our particular field. Communicates 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 skills. Interpersonal skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things. Teamwork – 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; builds morale and group commitments to goals and objectives; supports everyone’s efforts to succeed. 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. Proficient 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 representative exhibiting solid problem‑solving abilities. Ability to work well with a cross‑section of the Collectors Team. Physical Requirements: Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time. Hand Use: Regular hand use for various tasks. Hearing Requirements: Ability to hear alarms, signals, and verbal instructions. Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds. Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently. Sitting or Standing: Ability to sit or stand for extended periods of time. Hourly Rate: The reasonable estimated hourly rate for this position is $22. Actual compensation varies based on a variety of non‑discriminatory factors, including location, job level, prior experience and skill set. Reasons To Join Us: Health Insurance: All full‑time employees are eligible to enroll in Medical, Dental, and Vision. Additional Benefits: Full‑time employees are eligible for fertility, commuter, and educational assistance benefits. 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 of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs. Fun Working Environment: Team members are invited to participate in celebrations, holiday events, and team‑building activities. Candidates must be authorized to work in the United States. Collectors uses e‑Verify to validate your ability to work legally in the United States. 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 serve the diverse community of collectors we support. #J-18808-Ljbffr Collectors