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. What You’ll Do - Answer all inbound customer inquiries by phone, email, chat, and in-person visits promptly and professionally - Meet face-to-face with (potential) Collectors Club members during office visits, events, and trade shows to provide personalized service - Support customers with submission-related questions, account updates, service information, and general PCGS processes - Maintain accurate records of all customer interactions and follow-up actions - Escalate complex cases when needed - Partner with sales and operations team to improve customer journey - Identify potential high-value Collectors Club members and refer them to Business Development team for key account development opportunities Who You Are - 2+ years customer service experience preferred - Customer-focused, organized, and professional - Comfortable in fast-paced environment - Interest in the collectibles, auction, or grading industries Language Skills Fluent in English, Cantonese, and Mandarin is required. Additional Asian language skills are a strong plus. Compensation Compensation for this position is competitive and will be determined based on experience, qualifications, location, and overall skillset. 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 interviewfraud@collectors.com. 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 interviewaccommodation@collectors.com 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.

• Build the shift schedule and on-call rotation so someone is always covering, evenings and weekends included, with named backups • Run standups: yesterday's SLA hits and misses, every escalation reviewed, anything that slipped off-queue • Onboard and certify new reps, nobody touches the live queue until they pass a drill-based certification • Own the weekly quality audit and coach against the results • Enforce the non-negotiables: no ticket, no work; every reply ends with a next step, owner, and time; SLAs run from ticket creation; nothing is called "handled" until it's verified • Protect trust between tiers, a bad handoff that burns a CSM is a same-day fix • Be the escalation point when a rep is unsure, and the backstop on the emergency path • Keep the routing playbook and templates current as real issues teach you what's missing • Own the support dashboard and bring it to the weekly operations review • Surface trends early, if cancellations or a particular issue are climbing, you often see it first

• Build the shift schedule and on-call rotation so someone is always covering, evenings and weekends included, with named backups • Run standups: yesterday's SLA hits and misses, every escalation reviewed, anything that slipped off-queue • Onboard and certify new reps, nobody touches the live queue until they pass a drill-based certification • Own the weekly quality audit and coach against the results • Enforce the non-negotiables: no ticket, no work; every reply ends with a next step, owner, and time; SLAs run from ticket creation; nothing is called "handled" until it's verified • Protect trust between tiers, a bad handoff that burns a CSM is a same-day fix • Be the escalation point when a rep is unsure, and the backstop on the emergency path • Keep the routing playbook and templates current as real issues teach you what's missing • Own the support dashboard and bring it to the weekly operations review • Surface trends early, if cancellations or a particular issue are climbing, you often see it first

• Answer customer messages by email, chat, and phone, quickly and kindly • Solve common questions yourself: billing, account status, how things work, document requests • For bigger issues, pass them to the right team with clear notes so the customer never has to repeat themselves • Handle urgent problems fast: know who to alert and keep the customer updated until it's fixed • Always tell the customer what happens next and when • Keep clear notes on every conversation