Customer Relations Specialist III, PSA

Collaborative Solutions • Santa Ana, CA

2d • Onsite

About The Position

Collectors is hiring a Customer Relations Specialist III for the PSA Customer Relations team. PSA is a 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 Santa Ana, California office, five days a week, and reports to the Customer Relations Supervisor. The posting gives conflicting schedules: the role description says 3:00 p.m.–11:30 p.m., Monday through Friday, while the Work Shift section says 6:00 a.m.–2:30 p.m., Monday through Friday.

The specialist handles customer questions and resolutions, investigates claims, processes customer adjustments, and works with Operations and other departments to address customer issues. The position requires sound judgment, clear communication, empathy, problem-solving, and attention to detail.

Requirements

• High school diploma or equivalent.
• At least 3 years 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 strong interpersonal skills.
• Knowledge of Google Workspace systems.
• Ability to keep emotions under control, remain open to ideas, and try new things.
• Ability to work onsite five days a week at the Santa Ana, California office.
• Ability to type, use a mouse, and sit and look 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.
• Phone answering and texting may be required, along with manual dexterity to efficiently operate computer and phone systems.
• Ability to sit or stand for extended periods.
• Must be authorized to work in the United States.

Nice To Haves

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

Responsibilities

• Use 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 an appropriate solution.
• Maintain accounts by processing customer adjustments.
• Continuously update the department spreadsheet of incoming orders.
• Escalate unresolved issues to the appropriate lead or supervisor.

What This Job Offers

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