Senior Customer Relations Lead

About the role

The Senior Customer Relations Lead will join the PSA Customer Relations team, which is integral to the operations process at PSA, the largest and most trusted third-party trading card authentication and grading company in the world. PSA has 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 4 years or more of relevant customer relations experience.
• Strong problem-solving skills.
• 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.

Qualifications

• Ability to keep emotions under control, remain open to ideas, and try new things.
• Computer Use: Typing, mouse work, and sitting for extended periods.
• 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.

Skills

• Knowledgeable in Google Workspace systems.
• Knowledgeable utilizing Salesforce preferred.

Benefits

• Health Insurance: Medical, Dental, and Vision.
• Additional Benefits: Fertility, commuter, and educational assistance benefits.
• 401(K) Matching Plan: Competitive matching plan.
• Vacation: Paid vacation.
• Holiday Pay: Ten company-paid holidays.
• Employee Discounts: Discounts on select grading services for approved submissions.
• Flexible Hours: Flexible schedules with varying shifts.

Pay

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.

Schedule

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