Senior Customer Relations Lead, PSA

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.

About the role

The Customer Resource Center is embedded in the operations process, working cross-functionally and collaboratively with other Operations departments. The ideal candidate will be a team player who possesses strong customer relations skills within a customer service environment. You will report to the Assistant Manager, Customer Relations and work full-time onsite from our New Jersey, NJ office.

Responsibilities

• Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.
• Collaborate with Operations and other departments to find appropriate solutions for customer responses.
• Provide accurate, valid, and complete information by using the department protocols to our customers.
• Resolve queries by clarifying the customer’s issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem.
• Maintain accounts by processing customer adjustments.
• Continuously update department spreadsheet of incoming orders.
• Escalate unresolved issues to the appropriate lead/supervisor.

Requirements

• High school diploma or equivalent; college degree preferred.
• At least 4 years or more of relevant customer relations experience.
• Strong problem-solving skills.
• Excellent communication and listening skills with an empathetic voice and manner.
• Organized, detail-oriented, and possess strong interpersonal skills.
• Knowledgeable in Google Workspace systems.
• Knowledgeable utilizing Salesforce preferred.
• Keep emotions under control, remain open to ideas, and try new things.

Physical Requirements

• 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.

Schedule

Work Shift: 6am-2:30pm, 5 days a week. This role requires you to be onsite in the office 5 days per week.

Pay

The reasonable estimated hourly rate for this position is $31. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience, and skill set.

Benefits

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision.
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits.
• 401(K) Matching Plan: Competitive 401k matching plan.
• Vacation: All full-time employees are eligible for paid vacation.
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays.
• Employee Discounts: Employees receive discounts on select grading services for approved submissions.
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts.
• Fun Working Environment: Team members are invited to participate in celebrations, holiday events, and team-building activities.