Client Services Associate - Santa Ana, CA (Onsite)

Collectors is the leading creator of innovative technology that provides value‑added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record‑setting collectibles, modernizing and digitalizing the process to help collectors pursue their passions. Job Overview Client Services Associates / Collectors Concierges are part of the Customer Experience team located in Santa Ana, CA. The role focuses on providing world‑class customer service for drop‑off orders of PSA, PCGS, PSA/DNA, and WATA items. Associates work closely with customers, employees, and internal departments to manage submissions, resolve issues, and maintain a seamless flow from capture to fulfillment. Approximately 40% of the position requires travel to trade shows and special events. What You'll Do Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions. Schedule drop‑offs with customers for organized flow of products to the Collectors facility. Work with Security and/or Sales for high‑value submissions and attend to onsite VIP submitters. Assist with inquiries on orders and pricing at drop‑offs, ensure submission forms are accurately filled, items handled properly, and orders forwarded to the Receiving department. Coordinate with Logistics, Operations, Customer Care, Sales, CRC, Problem Orders, Results, and Shipping to resolve customer issues and update order status. Collaborate with Finance on payment processing issues. Research and resolve complaints or issues per company policies and procedures. Make follow‑up calls to address questions, complaints, and issues. Notify Marketing of opportunities to feature customer success stories. Schedule pickups with customers and ensure smooth transactions. Answer questions regarding submission outcomes. Manage Customer Care emails and general inquiries during downtime. Represent the company at trade shows to assist in order processing (optional). Maintain a tidy workspace and visitor waiting area with necessary supplies. Organize and manage the pickup room daily, including coordinating timely pickups with dealers and customers. Who You Are Valid driver’s license (required). Passport helpful. Associate’s degree or equivalent preferred; 4+ years of customer care/hospitality experience. Strong understanding of company policies and procedures. Clear, persuasive communicator; good listener; comfortable in positive or negative situations. Excellent written communication skills. Conflict‑resolution oriented; maintains confidentiality and composure. Team player who values collective success and welcomes feedback. Resourceful problem solver who identifies and resolves issues promptly. Positive representative of the company at all times. Familiar with Navision, Grading System Manifesting/Order Processing, Zendesk, Ring Central, Slack, and Google Docs. Physical Requirements Prolonged computer use, typing, and mouse work. Regular hand use for various tasks. Ability to hear alarms, signals, and verbal instructions. Lift, carry, and move materials up to 40 pounds. Tablets or call answering may be required. Ability to sit or stand for extended periods. Compensation Hourly rate: Approximately $22, subject to location, job level, prior experience, and skill set. Benefits Health Insurance: Medical, Dental, and Vision for full‑time employees. Fertility, commuter, and educational assistance benefits. 401(k) matching plan. Paid vacation and ten company holidays for full‑time employees. Employee discounts on grading services for approved submissions. Flexible schedules and accommodations for remote work as needed. Participation in celebrations, holiday events, and team‑building activities. Equal Employment Opportunity Statement We are committed to equal employment opportunity regardless of race, color, ethnicity, religion, national origin, gender, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other protected class. If you require an accommodation to apply or interview due to a disability or special need, please email View email address on click.appcast.io. Fraud Prevention Notice Collectors never requests personal information such as bank account, Social Security numbers, or pays for business‑related equipment. If you suspect fraud, reach out to View email address on click.appcast.io. Application Information Applicants must be authorized to work in the United States. We use e‑Verify to validate lawful work status. #J-18808-Ljbffr Collectors Universe, Inc.