Senior Customer Relations Specialist, PSA

About the role

The Senior Customer Relations Specialist 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 3 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 hear alarms, signals, and verbal instructions.
• Ability to lift, carry, and move materials up to 40 pounds.
• Ability to sit or stand for extended periods of time.

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.
• Physical Requirements: Computer Use, Hand Use, Hearing Requirements, Lifting and Carrying, Phone Answering, Sitting or Standing.

Pay

The reasonable estimated hourly rate for this position is $23 - $28. 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: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals.
• 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 and will work with you to accommodate your needs.
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities.

Why Join Us

• 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.

Application Instructions

To apply, candidates must be authorized to work in the United States. Collectors uses e-Verify to validate your ability to work legally in the United States. We are aware of instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake emails claiming to be from the company, or through social media. We never ask for personal information such as your bank account, Social Security numbers, or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to people@collectors.com. 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. If you require an accommodation to apply or interview with us due to a disability or special need, please email people@collectors.com. U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. If you are based in California, you can read information for California residents here.