Customer Relations Specialist II, Vault

Collaborative Solutions • New Castle, DE

18d • $21 • Onsite

About The Position

We’re looking for a Customer Relations Specialist to join our PSA Vault Customer Relations team. Professional Sports Authenticator (PSA) is the largest and most trusted third-party trading card authentication and grading company in the world. Since its inception in 1991, PSA has certified over 40 million cards and collectibles with a cumulative declared value of over a billion dollars. The Customer Resource Center is embedded in the operations process working cross functionally and cross collaboratively with other Operations departments. The ideal candidate will be a team player who possesses at least 1 year of strong customer service skills within a customer service environment, problem-solving skills, keen attention to detail, and excellent communication skills. You’ll report to the Customer Relations Supervisor and work from our PSA Vault in New Castle, DE .

Requirements

• Proficiency with Salesforce work order management
• Experience with digital imaging equipment and basic image processing
• Strong attention to detail in documentation and quality control processes
• Excellent cross-functional communication skills
• Ability to follow established workflows while exercising appropriate judgment for exceptions

Responsibilities

• Facilitate communication between Vault Customer Care and operational teams regarding damaged inventory items, ensuring accurate documentation and timely customer notifications
• Utilize Salesforce work order management system to coordinate resolution activities across departments
• Document inventory exceptions through digital imaging, maintaining comprehensive visual records for assessment and resolution
• Coordinate shipment logistics for items requiring reholdering, ensuring proper routing to appropriate facilities with correct handling instructions
• Monitor progress of exception resolution through established 10-day turnaround process, updating stakeholders on status
• Manage reimaging workflows for corrected items, ensuring proper replacement of digital assets in inventory management systems
• Maintain Receiving exceptions rack, implementing appropriate resolution procedures based on exception type
• Alert eBay Operations team regarding order returns, verifying condition and documenting any damage or mislabeling
• Create and route work orders for label corrections, documenting issues with supporting imagery and coordinating with NJ team for resolution
• Process damaged/cracked holder exceptions through established workflows, ensuring proper documentation and resolution routing
• Generate comprehensive exception tracking reports under customer accounts and vault house/vault exceptions categories
• Conduct periodic quality assurance reviews of Vault House Account inventory, verifying condition prior to listing
• Initiate review processes for certification discrepancies including label issues, damaged holders, and image inconsistencies

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed