Customer Experience Coordinator

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, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

Onsite Requirement:

 This role requires you to be onsite in the office 5 days per week

We’re looking for a Customer Experience Coordinator. This front-of-office role is responsible for managing in-house appointments for order pickups and drop-offs, processing orders, and delivering exceptional customer service. You’ll also support a range of administrative tasks to keep daily operations running smoothly. If you have strong communication skills, sharp attention to detail, and a passion for creating great customer experiences, we’d love to hear from you!

You’ll report to the Customer Experience Manager and work from our Plano, TX office. 

What You’ll Do:

• Coordinate and manage in-house appointments for order pickups and drop-offs using appointment management software.

• Track and report appointment data using Beckett’s appointment management tools.

• Process and invoice incoming and picked-up orders within Beckett’s order management system.

• Assist customers by explaining Beckett’s order processes and procedures when needed.

• Support administrative tasks such as organizing and packaging orders for upcoming appointments, restocking supplies, and completing general office duties as assigned.

• Greet and check in vendors and remote employees, notifying the appropriate team members of their arrival.

• Close and secure the reception area at the end of each business day.

• Provide assistance with various clerical and administrative tasks, including operational ad hoc projects.

Who You Are:

• High school diploma or equivalent required.

• Strong customer service skills with a warm, professional demeanor in both in-person and virtual interactions.

• Friendly, approachable, and professional presentation.

• Proficiency in Microsoft Office Suite and ability to quickly learn new systems and tools.

• Discretion and professionalism when handling confidential information.

• Proactive, solutions-oriented mindset with a strong focus on customer satisfaction.

• Effective communicator across all levels of the organization and with external partners.

• Ability to self-manage, prioritize, and multitask in a dynamic environment.

• Knowledge of trading cards or comics is a plus, but not required.

• Sales experience is a plus, but not required.

• Willingness to work overtime as needed.

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 $19. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

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 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 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: Our 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 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 [email protected].

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 [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

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