Customer Relations Lead, PSA

About the role

We’re looking for a Senior Customer Relations Lead to assist in leading and mentoring the team in our Customer Relations Center. This position will be responsible for resolving customer issues and providing any training and assistance to the CRC team. They will ensure the turnaround times for the CRC are met within specific time frames and assist the Claims department in resolving issues over email and the phone. You’ll report to the Customer Relations Supervisor and work onsite from our Santa Ana, CA office.

Responsibilities

• Responsible for turnaround times in Customer Response Center and operationally ensuring the requests meet the turnaround time.
• Assisting CRC team members with all queries.
• Improving the CRC responses.
• Creating policies and procedures for the CRC team.
• Corroborating with I.T. to develop efficiency features to the CRC portal.
• Aiding with Label Correction, Research and Damage review responses.
• Tracking resolutions in a timely manner throughout Operations.
• Assisting the Claims department with Damage Reviews and resolving issues over the phone and email.
• Educates customers as to rationale for company procedures and policies.

Requirements

• 5+ years of customer service experience.
• Associate’s degree or equivalent preferred.

Qualifications

• Familiarity with PSA standards, values, services, and procedures.
• Ability to understand and relay company policies and procedures in-person and by email, phone, and chat.
• Ability to maintain turnaround times for the CRC.

Skills

• Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence.
• Fluency in written and spoken Spanish is a plus.
• Ability to multi-task, problem-solve, and track multiple customer issues at once.
• Clear and professional oral and written communication skills in both positive and negative situations.
• Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas and try new things.
• Manages difficult or emotional customer situations while responding promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Benefits

• Health Insurance: Medical, Dental, and Vision for full-time employees.
• Additional Benefits: fertility, commuter, and educational assistance benefits.
• 401(K) Matching Plan.
• Paid vacation.
• Ten company‑paid holidays.
• Employee discounts on select grading services for approved submissions.
• Flexible hours with varying shifts.
• Fun working environment with celebrations, holiday events, and team‑building activities.

Pay

The reasonable estimated hourly rate for this position is $28. Actual compensation varies based on location, job level, prior experience, and skill set.

Schedule

Onsite requirement: 5 days per week, 6 am–2:30 pm, Monday through Friday.