Customer Relations Lead, Vault

Collaborative Solutions • New Castle, DE

5h • Onsite

About The Position

Collectors is seeking a Customer Relations Lead to join the PSA Customer Relations team. Professional Sports Authenticator (PSA) is a third-party trading card authentication and grading company. The Customer Resource Center is embedded in operations and works cross-functionally with other Operations departments. The role calls for a detail-oriented, empathetic problem-solver with strong customer relations skills and experience resolving customer issues and processing or investigating claims, including shipping and handling matters.

The position reports to the Senior Supervisor, Customer Relations and is full-time, onsite at the New Castle, Delaware office five days per week. Available schedules are 7:00 a.m.–5:30 p.m. Sunday through Wednesday or 8:00 a.m.–4:30 p.m. Monday through Friday. The stated estimated hourly rate is $28; actual compensation may vary based on location, job level, prior experience, and skill set.

Requirements

• High school diploma or equivalent.
• At least four years of relevant customer relations experience.
• Strong problem-solving skills.
• Excellent communication skills.
• Excellent listening skills and an empathetic voice and manner.
• Organization, attention to detail, and strong interpersonal skills.
• Knowledge of Google Workspace systems.
• Ability to keep emotions under control, remain open to ideas, and try new things.
• Ability to use a computer, including typing and mouse work, and sit and look at a computer for potentially long periods.
• Regular use of hands for various tasks.
• Ability to hear alarms, signals, and verbal instructions.
• Ability to lift, carry, and move materials up to 40 pounds.
• Ability to talk on the phone and text, and to operate a computer and phone system efficiently.
• Ability to sit or stand for extended periods.
• Must be authorized to work in the United States.

Nice To Haves

• College degree.
• Experience handling customer resolutions and processing and investigating claims, including shipping and handling.
• Knowledge of Salesforce.

Responsibilities

• Use discretion, sound judgment, and decision-making when engaging with internal and external parties.
• Collaborate with Operations and other departments to find appropriate solutions to customer responses.
• Provide customers with accurate, valid, and complete information using department protocols.
• Resolve customer queries by clarifying the issue, determining its cause, and selecting and explaining the best solution.
• Maintain accounts by processing customer adjustments.
• Continuously update the department spreadsheet of incoming orders.
• Escalate unresolved issues to the appropriate lead or supervisor.

Benefits

• Medical, dental, and vision insurance enrollment for full-time employees.
• Fertility, commuter, and educational assistance benefits for full-time employees.
• 401(k) matching plan.
• Paid vacation for full-time employees.
• Ten company-paid holidays for regular, full-time employees.
• Employee discounts on select grading services for approved submissions.
• Flexible schedules with varying shifts offered by many teams.
• Team celebrations, holiday events, and team-building activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED