Customer Relations Specialist I, PSA

Collectors • Jersey City, NJ

5d • Onsite

About The Position

Collectors is seeking a Customer Relations Specialist I to join the PSA Customer Relations team. 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 is based onsite at the Jersey City, New Jersey office and reports to the Customer Relations Supervisor. It is full-time, with a required Monday–Friday schedule from 8:00 a.m. to 4:30 p.m.

The ideal candidate has customer relations experience in a customer service environment and can handle resolutions, investigate claims, and address shipping and handling matters. The role requires a detail-oriented problem-solver who can de-escalate customer situations and communicate effectively.

Requirements

• At least 6 months of relevant customer relations experience.
• High school diploma or equivalent.
• Strong problem-solving skills.
• Excellent communication skills.
• Excellent listening skills and an empathetic voice and manner.
• Organized, detail-oriented, and strong interpersonal skills.
• Knowledge of Google Workspace systems.
• Ability to work onsite in the Jersey City, New Jersey office, Monday through Friday, 8:00 a.m. to 4:30 p.m.
• Candidates must be authorized to work in the United States.
• Ability to type, use a mouse, and sit while looking at a computer for potentially long periods.
• Regular hand use 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 computer and phone systems efficiently.
• Ability to sit or stand for extended periods.

Nice To Haves

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

Responsibilities

• Exercise discretion and sound judgment 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 for eligible full-time employees.
• Fertility, commuter, and educational assistance benefits for eligible full-time employees.
• 401(k) matching plan.
• Paid vacation for eligible full-time employees.
• Ten company-paid holidays for eligible regular, full-time employees.
• Discounts on select grading services for approved submissions.
• Some teams offer flexible schedules with varying shifts and may accommodate employee needs.
• Team celebrations, holiday events, and team-building activities.

What This Job Offers

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