Customer Relations Specialist II, PSA

Collectors•Santa Ana, CA

38d•Onsite

About The Position

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. We’re always on the lookout for talented people to join our growing team. Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris. We’re looking for a Customer Relations Specialist II to join our PSA 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 onsite from our Santa Ana, CA office.

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
Access to digital imaging equipment for exception documentation
Salesforce system access for work order management

Responsibilities

Facilitate communication between PSA 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

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