Customer Relations Specialist II, PSA (Temp-To-Hire)
About the role
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. 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, the UK, and France.
We’re looking for a temp-to-hire Customer Relations Specialist 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.
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
- 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
Requirements
- High school diploma or equivalent; college degree preferred
- At least 1+ years of relevant customer relations experience
- Minimum 6 months of strong customer relations skills within a customer service environment (ideal)
- Experience handling customer resolutions, processing and investigating claims, shipping and handling
Skills
- Detail-oriented problem-solver
- Ability to de-escalate customer-related situations
- Excellent communication skills
- 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
- Ability to keep emotions under control, remain open to ideas and try new things
- Strong problem-solving skills
Pay
The reasonable estimated hourly range for this position is $21.50 - $23.50. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set. This role may be eligible for shift differential pay; please ask your recruiter for details.