Senior Customer Relations Lead

Senior Customer Relations Lead

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.

We're looking for a Senior Customer Relations Lead to join our PSA Customer Relations team. Professional Sports Authenticator (PSA) is the largest and most trusted third-party trading card authentication and grading company in the world. Since its inception in 1991, PSA has certified over 40 million cards and collectibles with a cumulative declared value of over a billion dollars.

The Customer Resource Center is embedded in the operations process working cross functionally and cross collaboratively with other Operations departments. The ideal candidate will be a team player who possesses at least 3 years of strong customer relations skills within a customer service environment. You ideally have experience handling customer resolutions, have experience processing and investigating claims, shipping and handling. You are a detail-oriented problem-solver, know how to de-escalate customer related situations, and have excellent communication skills.

You'll report to the Assistant Manager, Customer Relations and work full-time onsite from our Santa Ana, CA office.

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

What You'll Do:

• Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.
• Collaborates with Operations and other departments to find appropriate solutions for customer responses
• Provides accurate, valid, and complete information by using the department protocols to our customers
• Resolves queries by clarifying the customer's issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem
• Maintains accounts by processing customer adjustments
• Continuously updates department spreadsheet of incoming orders
• Escalate unresolved issues to the appropriate lead/supervisor

Who You Are:

• High school diploma or equivalent; college degree preferred
• You will have at least 4 years or more of relevant customer relations experience
• You will have strong problem-solving skills
• You will have excellent communication skills
• You will have excellent listening skills and an empathetic voice and manner
• Organized, detail oriented, and possess strong interpersonal skills
• Knowledgeable in Google Workspace systems
• Knowledgeable utilizing Salesforce preferred
• Keep emotions under control, remain open to ideas and try new things

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 $30. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

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 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 View email address on click.appcast.io

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