Customer Relations Specialist IV, PSA

What You'll Do

• Responsible for turnaround times in Customer Response Center and operationally ensuring the requests meet the turnaround time.
• Aiding 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.
• Aiding the Claims department with Damage Reviews and resolving issues over the phone and email.
• Edicates customers as to rationale for company procedures and policies.

Who You Are

• 5+ years of Customer Service experience
• Associates Degree or equivalent preferred
• 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;
• 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;
• Clear and professional oral and written communication skills in both positive or 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;
• Mets commitments.

Pay & Benefits

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.

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 serve the diverse community of collectors we support.