Clients don’t hire you to “answer messages.” They rely on you to protect revenue, reputation, and inventory value—especially in high-stakes categories like collectibles. When buyers dispute charges, claim dents in packaging as damage, or contest the valuation of rare items, your job is to represent the client’s business with accuracy, firmness, and clarity. You’re not a neutral party. You’re the client’s advocate—balancing professionalism with an unwavering commitment to their policies and data.
This is not soft support. It’s not “customer is always right.” It’s strategic resolution in a category filled with emotion, subjectivity, and opportunistic claims. Your communication must carry weight, backed by clear data and seller-side knowledge of eBay protections and policies. A mishandled reimbursement or refund can cost the client actual dollars and weaken long-term account health. Correct handling, on the other hand, builds repeat business, protects margins, and gives the client space to scale safely.
• You must defend listings and pricing using policy-aligned language and specific evidence—no vague replies, no concessions without cause.
• Messages should show calm authority, not apologies that signal fault when none exists.
• Every case handled should reinforce the client’s brand as expert, professional, and in control.
• Clients expect disputes to be escalated only when essential—repeated hand-offs signal weak handling.
• Never refund or resolve out of convenience; decisions must protect margin, not just end the ticket.
• Use eBay protections to your advantage—clients will notice if you’re not leveraging platform rules.
• Accuracy matters: quoting the wrong SKU or misstating a condition note can damage buyer trust and bring claims.
• Clients rely on your ability to turn difficult conversations into retained customers, not just closed cases.
• Review, verify, and respond to buyer disputes using hard listing data, SKU identifiers, and platform-aligned justification.
• Build and defend collectible item valuations with comps from Terapeak, recognized grading scales, and past verified sales.
• Push back on false condition or damage claims by citing original photos, packaging disclaimers, and clear listing language.
• Invoke eBay protections to block invalid returns or reversals, documenting each step to safeguard account standing.
• Maintain calm, confident communication that de-escalates while reinforcing client policy—no emotional tone, no vague language.
• Cross-check every item detail—including notes, descriptions, and images—before issuing any form of response or offer.
• Resolve edge-case tickets without default escalations by applying judgment, documented precedent, and seller rights.
• Log each case outcome with evidence and decisions clearly stated to support future review, appeals, or chargeback defense.
• A complete dispute log with resolution summaries, refund decisions, and linked evidence for each case.
• Valuation defense reports using comps, grading standards, and Terapeak data to justify pricing outcomes.
• Message transcripts showing policy-backed responses, with language reviewed for accuracy and authority.
• Return and claim resolution summaries, including platform rulings, seller protections invoked, and final outcomes.
• Weekly dispute performance report tracking win rates, high-risk buyers, and margin impact from escalated cases.
• eBay Seller Hub – Primary platform for managing disputes, returns, and buyer messages linked to order issues and valuation concerns.
• PayPal Resolution Center – Essential for handling payment-related disputes, chargebacks, and refund coordination.
• Terapeak Product Research – Used to justify collectible values with real-time sales data and pricing trends directly from eBay.
• Google Sheets – Required for tracking dispute cases, documenting valuation notes, and coordinating with team or client-side stakeholders.
• Zendesk (or similar ticketing system) – Central to managing support tickets and responding to cases within SLA timelines.
• Gmail (or email client used by the client) – Necessary for direct buyer communication when eBay messaging isn’t sufficient or applicable.
• Zoom (or client-used conferencing tool) – Used for escalation calls or valuation reviews where live discussion is required.
Clients are getting smarter. They expect their team to integrate smart systems, not burn hours on repeatable tasks. If you can’t automate basic workflows, you’re not just behind — you’re creating loss. It’s not a formal requirement today, but it is the quiet baseline for top performers.
OES sets this standard because the market already does. Learn automation now — or risk being replaced by those who have.
Every dispute on eBay is a potential profit leak. A poorly handled return, misjudged valuation, or weak response to a false damage claim doesn’t just lose a sale—it triggers ripple effects that gut client margin, damage seller trust scores, and invite repeat abuse. In collectibles, where pricing is subjective and buyers often test limits, the ability to push back credibly and professionally is not optional—it’s the difference between protecting a $300 sale or handing it away for free.
This is not traditional customer service—it’s high-stakes account defense. Sellers invest in this role to keep their policies enforceable, their pricing standards intact, and their hard-earned market credibility uncompromised. You are a frontline profit protector. Right now, the volume of opportunistic claims is rising—and clients can’t afford slow learners, vague responses, or VA decisions made for convenience. This seat is for those ready to own resolution with data, discipline, and backbone.
At the Specialist tier for Customer Service Expert (Disputes, Valuation Issues), you are trusted with high-stakes calls in a niche market: collectibles on eBay. You understand this space is not just transactional—every refund request or complaint can involve both substantial dollar value and long-standing buyer goodwill. You must bring the judgment to interpret market vs. sentimental value, the discipline to follow policy under pressure, and the skill to resolve both buyer emotion and seller strategy. If you can’t protect profitability in the face of noise, you are a liability—not a Specialist. We count on you not to escalate claims, but to end them decisively, with full ownership from first message to final resolution.
You are the decision-maker when policy, precedent, and profit are in tension. That means no scripts, no stalling, and no outsourcing your thinking. You combine knowledge of collectibles categories—trading cards, comics, toys, sports memorabilia—with high fluency in eBay dispute flows, from Item Not as Described to return valuation appeals. You move with urgency because you understand that every claim you touch has financial consequence for the business. Be clear: in this tier, your ability to preserve profit without violating trust makes or breaks seller sustainability.
To view salary standard, expectation based on experience level, or even request a customize or personalize version of this role, please log in.
OES salary standards reflect real market benchmarks, tier and experience level, ensuring fair pay for VAs and realistic expectations for clients.
You can get it here, we will match you based on your preferences - salary, set up, schedule and more. Just say the word, we got you covered!
Hiring shouldn’t cost you wasted time, bad hires, or stalled growth. OESph fixes that — connecting you with trusted, pre-vetted VAs matched to your exact needs.
Hire this role exactly as outlined in the role overview. We’ll match you with a certified VA, already tested aligned to your requirements and preferences that go beyond the defined scope, tasks, and tier — ensuring the right personal and workflow fit.
If an exact match isn’t immediately available, we’ll recommend close-fit options or advise a short wait, so you still get the right person without guesswork.
Prefer a tailored fit? We’ll refine this role to match your unique workflow and additional requirements. Your VA may be a certified assistant given extra training for your refined version, or a vetted candidate preparing for testing. This ensures alignment to the role overview with adjustments made for your requirements and preferences beyond scope, tasks, and tier.
Because personalization may involve extra training or testing, onboarding can take longer — but it guarantees the right fit for your business.
We don’t expect perfection. We expect progress. With OES, you’ll grow with credibility and perform with integrity — the qualities that make clients trust and treat you with respect.
Already skilled for this role?
Apply directly and have your skills and experience verified through OES’s assessment process. Once validated, you’ll be fast-tracked to certification and listed for clients.
This path is best for VAs who already meet the role requirements and are confident in their readiness.
New to this role or not fully confident yet?
Join our guided training and certification program to build the skills you need. You’ll learn the role step by step, practice with real scenarios, and have your ability verified through assessments.
Once you pass, you’ll earn OES certification, join our Elite VA Network, and be ready to match with clients.
Agencies need more than just VAs — they need reliable execution at scale. These FAQs answer what real agency partners ask us before building or scaling with OES.
If you run an agency and you’re done gambling with unreliable hires, chasing missed deadlines, or settling for VAs who look great on paper but crumble in execution — you’re in the right place.
OES was built for performance-obsessed agencies who serve clients that actually expect results. Whether you're a lean team trying to scale fast, or managing dozens of accounts across platforms, we help you plug in fully trained, eCommerce-fluent VAs who don’t just show up — they deliver.
No fluff. No filler. Just certified professionals who’ve proven they can execute — before they ever get near your clients.
Let’s talk about how to scale your agency the smart way.That’s exactly what we’re here for.
OES isn’t just a talent pool — it’s a performance pipeline. Whether you're onboarding your first VA or scaling a team across 10 client accounts, we make sure every person added to your roster is trained, tested, and ready to execute inside a real business environment.
No guessing. No hoping. Just certified VAs aligned with your systems, your standards, and your clients’ expectations.
Need a VA team that scales with your agency — not slows it down?
Yes — and more than that, you get confidence.
You run the show. You choose the workflows, SOPs, communication structure, and how deep your VAs integrate into your client operations. We don’t micromanage your team — we enable it. The only difference? You’re not starting from scratch. You’re starting with people who’ve already been vetted, trained, and certified for real-world work.
So you keep your control. We just remove the chaos.
Want control without the risk?
We know your name is on the line — and we treat it like our own.
Every OES-certified VA has gone through a hands-on, simulation-based certification process built for agency-level execution. No AI fakes. No scripted interviews. Just real skills, tested under pressure.
And it doesn’t stop at hiring. We help you monitor, support, and scale your VA team — so your clients get consistency, competence, and results you can stand behind.
Want to protect your brand with talent that delivers?Most agencies waste time sifting through freelance platforms, chasing resumes that look good — but rarely deliver. Or worse, they burn months trying to build their own talent pipeline, only to realize the best candidates were never in it.
OES isn’t a job board. And we’re not a gamble. We’re your pre-built, battle-tested advantage.
Every VA in our system has been vetted beyond what most agencies even attempt. We don’t just check boxes — we crush them. Real assessments. Real scenarios. Real skills. So when you hire from OES, you’re not “hoping” they’re good. You know they are.
Want to skip the fluff and scale with confidence?
Most clients are matched within 5 to 10 business days, depending on how specific the role is and VA availability.
You’ll only see pre-vetted, certified candidates aligned with your needs — no endless interviews, no guesswork.
Because our VAs are trained and client-ready, onboarding can begin as soon as you choose your match.
Want to know how fast we can match you? Let us know what you need — we’ll take it from there.
Absolutely — within reason.
At OES, every VA has a rate range based on their tier, skills, and role complexity. You’re free to negotiate within that band. No guessing. No price games. Just transparent, fair compensation that respects the VA’s value and works for your business.
If you’re used to bidding wars and rock-bottom offers, this might feel different — because it is. We don’t let great talent get lowballed, and we don’t inflate rates just because you’re an agency. Everyone stays honest. Everyone wins.
Want to see tier-based ranges for different roles?
We don’t make excuses — we make it right.
If a VA doesn’t meet the mark, we don’t just shrug. We step in. Whether it’s retraining, replacing, or resolving — OES gives you a structured path to protect your reputation and your client’s experience.
Because in agency work, one weak link can cost you the whole chain. We won’t let that happen.
Want a partner that actually backs you up?
Of course — and we encourage it.
OES VAs are trained to adapt fast, follow structure, and align with the systems that already work for you. Whether you’ve got a full SOP library or just a way you like things done, we’ll make sure your VAs follow through with precision.
This isn’t a plug-and-play talent pool — it’s a high-performance bench that molds to your agency’s exact way of working. Your methods. Your tools. Your standards.
Want to see how our VAs adapt to agency environments?
No long-term lock-ins. No sneaky fine print.
You can start with just one VA, for one client, for one project — and grow from there. We designed OES to be flexible, scalable, and built around real needs, not rigid contracts.
Whether you’re testing the waters or scaling a large client base, we make it easy to move at your pace — while keeping everything legit, secure, and aligned.
Want to explore a flexible setup that fits your agency?
Yes. You stay in control of the client relationship — we just power your backend.
Whether you want VAs to operate as silent partners or fully branded team members under your agency, we support your structure. No forced co-branding. No interference.
Your clients see your brand. Your team runs your way. We just make sure the talent behind the scenes is certified, reliable, and ready to deliver.
Want to build a branded VA team without the hiring hassle?
Every VA you hire through OES comes with a one-time placement fee, based on their tier — Generalist, Specialist, or Strategist. That part stays consistent. What changes is the level of support and savings you unlock when OES becomes your primary sourcing partner.
As a Prime Member agency, you get exclusive placement fee discounts — no matter how many VAs you onboard. That’s our way of rewarding long-term alignment.
But let’s be clear: VA rates are non-negotiable below OES-approved ranges. We protect the integrity of our talent by making sure every certified VA is paid fairly, based on their track and tier. You’ll always see what’s included — no undercutting, no games.
Want to explore Prime Member perks?
Absolutely — that’s what we’re built for.
Whether you're onboarding 1 VA or 25 across multiple client accounts, OES is designed to scale with you — without compromising on quality, readiness, or performance.
We’re not a resume dump or temp-hire shortcut. We certify every VA ourselves, so you’re not gambling with unknowns. And if your agency needs structured onboarding, phased rollout plans, or long-term resource mapping — we don’t flinch. We adapt.
Want a reliable partner that grows when you grow?
Absolutely — if you're looking for a true growth partner, not just a VA directory.
At OES, we don’t stop at just sourcing talent. We support agencies with strategic oversight, role roadmapping, and team optimization. Whether you're juggling multiple client accounts or building service offerings from scratch, we help you align the right certified talent to the right roles — and set up systems that scale.
This isn’t just about plugging people in. It’s about ensuring they perform, align, and grow with you.
Want a strategic edge for your agency?Yes — and if you’re serious about growth, you should.
OES isn’t built for one-off hires. We’re built for agencies that want to scale sustainably with a reliable stream of certified, performance-tested talent. Whether you need one VA today or a full bench next quarter, we help you forecast needs, plan roles, and pre-train candidates to match your growth cycles.
The best agencies don’t scramble — they pipeline. And we’re here to make that possible.
Ready to future-proof your talent strategy?
Choosing the right VA is a big move. These FAQs cover what clients ask us most — No vague promises. Just straight answers to your biggest questions about hiring with OES.
That’s exactly why we’re here.
OES doesn’t expect you to figure it out alone. In your free consultation, we’ll help clarify whether you need a Generalist, Specialist, or Strategist — and for which areas (admin, PPC, customer service, operations, or growth).
We map your goals to the right VA type and tier, then recommend only those who are certified to deliver from day one.
Not sure where to start? We’ll walk you through it — no guesswork, just clarity.
That’s exactly what we’re built for.
At OES, we certify VAs based on platform-specific and tool-based tracks — whether it's major marketplaces, marketing tools, CRM systems, or workflow software. From mainstream platforms to niche tools, we match you only with certified VAs who meet your exact requirements.
Need something specialized? We’ll find the right fit — or train one — so you never have to compromise on expertise.
Want to know if we cover your tools? Tell us what you're using and we'll take care of the rest
OES sets a pre-defined salary range for each role based on tier, complexity, and market benchmarks.
Clients cannot offer below the minimum rate — protecting VA welfare
VAs cannot demand beyond the maximum — protecting client expectations
You and your VA can negotiate freely within the approved range before finalizing the contract.
Curious about price range for the role you need?
Let’s walk you through what’s standard — and what’s flexible
Yes — OES charges a one-time placement fee when you hire a certified VA through our platform. But this isn’t just a referral — it covers everything needed to ensure your VA is fully vetted, certified, and ready to deliver.
You’re not just paying to hire — you’re investing in quality, performance, and peace of mind.
There are no recurring charges on your end, and the fee is always disclosed upfront based on the role and tier.
Want to know what’s included and why it’s worth it? We’ll break it down — clearly and confidentially..
Most clients are matched within 5 to 10 business days, depending on how specific the role is and VA availability.
You’ll only see pre-vetted, certified candidates aligned with your needs — no endless interviews, no guesswork.
Because our VAs are trained and client-ready, onboarding can begin as soon as you choose your match.
Want to know how fast we can match you? Let us know what you need — we’ll take it from there.
That’s never the end of the line.
If we don’t have someone certified for your role right now, we’ll source and certify a VA specifically for your needs — at no extra cost.
You’re not limited to who’s available today. You’re backed by a talent engine that adapts to your business.
Need a role that’s hard to fill? We’ll make it happen — let’s talk.
Absolutely.
OES arranges a structured intro call with your shortlisted VA so you can confirm alignment before moving forward — no guesswork, no surprises.
You’ll already have a full profile before the call, including their skills, certifications, tools, availability, and our internal assessment — so the conversation stays focused and productive.
Curious what that intro call looks like? We’ll walk you through it when you’re ready.
Absolutely.
Whether you need one VA or an entire team, OES is built to support solo founders and scaling brands alike. We’ll help you structure the right setup — across roles like customer service, product research, PPC, creative, or operations — all with certified, pre-vetted talent.
Planning to hire more than one?
We’ll guide you through it — and yes, there are cost efficiencies when you scale.
Yes — OES supports Full-Time, Part-Time, and Gig-based hires.
You tell us the job type, and we’ll match you with certified VAs who are available and ready for that exact setup — no overcommitments, no misalignment.
Even for short-term projects, we use a structured framework to lock in deliverables, deadlines, and fixed rates — so you stay protected and on track.
Need flexible support? We’ll help you find the right fit, at the right commitment level.
You have full control over what your VA does, when they work, and how you communicate — all defined by you during onboarding.
From daily deliverables to time zone preferences and check-in routines, your VA follows your lead.
Prefer a more hands-off approach? We also offer managed services if you’d like operational support built in.
We take fit and performance seriously — and we don’t leave you hanging.
If a certified VA doesn’t meet expectations early on, we’ll step in to assess and resolve the issue. Whether it’s coaching, role clarification, or a replacement, our team is here to make it right.
You’re not alone in managing performance — we’ve got your back.
No — all payments are processed securely through the OES platform.
This protects both you and your VA, ensuring security, reliability, and full traceability. A minimal platform fee is applied to support the system — built to give you peace of mind and confidence in every engagement.
Curious how the payment setup works for you and your VA? We’ll walk you through it, step by step.Absolutely. While most clients manage their VAs directly, we also offer optional ongoing support plans — from performance reviews to light-touch management or full-service ops support.
Want to stay supported as you scale?