Customer Relations Specialist II, PSA

About the role

The Customer Relations Specialist II will join the PSA Customer Relations team, which is embedded in the operations process and works cross-functionally and cross-collaboratively with other operations departments. PSA is the largest and most trusted third-party trading card authentication and grading company in the world, having certified over 40 million cards and collectibles with a cumulative declared value of over a billion dollars since its inception in 1991.

Responsibilities

• 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.
• Solves 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.
• Escalates unresolved issues to the appropriate lead/supervisor.

Requirements

• A high school diploma or equivalent; a college degree preferred.
• At least 1-2 years of relevant customer relations experience.
• Strong problem-solving skills.
• Excellent communication skills.
• Excellent listening skills and an empathetic voice and manner.
• Knowledgeable in Google Workspace systems.
• Knowledgeable utilizing Salesforce preferred.

Qualifications

• Organized, detail-oriented, and possess strong interpersonal skills.

Skills

• 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.

Pay

The reasonable estimated hourly rate for this position is $22.50. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Schedule

Work onsite Tuesday-Friday AND work remote on Saturday from either the 6am-2:30pm or 8am-4:30pm shift times.