Supervisor, Customer Relations

What You’ll Do Help define and implement operational and customer relations representative team KPIs for delivery of timely resolution to customer support services issues. Maintain adequate staffing levels for the PSA Customer Relations Representative teams in the Plano, TX office to effectively handle customer cases and resolve issues in a timely manner. Implement and drive continuous improvement to Customer Relations Specialists’ training and onboarding. Partner with the Customer Relations Manager to design and deliver a seamless customer relations strategy supported by data, brand insights and technology, to deliver a personalized collector experience. Be accountable for driving customer resolution turnaround times in the Customer Request Center and ensuring requests are maintained to company service standard timelines. Assist CRC team members with all queries. Proficiently defuse escalated customer calls/emails and swiftly resolve issues through proactive follow‑up. Improve CRC responses. Create policies and standard operating procedures (SOPs) for the CRC team. Collaborate with IT to develop efficiency features for the CRC portal. Aid with label correction, research and quality assurance review responses. Track resolutions in a timely manner throughout operations. Collaborate closely with operations leadership to deliver actionable data insights, quality assurance trends, and customer feedback. Assist the Claims department with damage reviews and resolving issues over phone and email. Who You Are 6+ years of customer service related experience, with 2+ years supervising a customer service or call‑center team in a service‑based business. Bachelor’s or Associate’s degree or equivalent working experience highly preferred. Proven track record of implementing process improvements and SOPs to drive consistency, increased speed, and quality of customer care delivery at scale. Demonstrated success supervising a team, with a willingness and ability to drive influence and facilitate change. Proven supervisory abilities and skilled at making forward‑thinking decisions to motivate and build effective teams. Clear and professional oral and written communication skills; ability to diffuse conflict, maintain confidentiality, listen without interrupting, keep emotions under control, and remain open to new ideas. Experience with Salesforce or similar CRM; implementation experience is a plus. Familiarity with collectibles and the trading‑card hobby is a plus. Fluency in written and spoken Spanish is a plus. Physical Requirements Computer Use: Typing, mouse work, and prolonged computer use. 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. Salary Range The salary range for this position is $67,535 - $79,453. Actual compensation in this range varies based on a variety of non‑discriminatory factors, including location, job level, experience, and skill set. Benefits 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. 401(k) Matching Plan: Competitive matching plan. Vacation: All salaried employees are eligible for flexible time‑off. 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 teams offer flexible schedules with varying shifts and will accommodate needs. Fun Working Environment: Team members are invited to celebrate, attend holiday events, and participate in team‑building activities. Onsite Requirement This role requires you to be onsite in the Plano, TX office 5 days per week. Interview Requirements As part of our interview process, we request that candidates have their cameras on during video interviews. Employment Eligibility and Safety 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. If you require an accommodation to apply or interview with us due to a disability or special need, please email View email address on click.appcast.io. If you suspect fraud, please reach out to View email address on click.appcast.io. We are aware that there are instances where individuals receive 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, 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. #J-18808-Ljbffr