Customer Relations Specialist III, PSA

Collectors • Santa Ana, CA

3d • Onsite

About The Position

Collectors is seeking a Customer Relations Specialist III 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 handles customer inquiries and resolutions, investigates claims, and supports shipping and handling matters. The position reports to the Customer Relations Supervisor and is described as full-time, onsite at the Santa Ana, California office, five days a week. The posting gives conflicting schedules: 3:00 p.m.–11:30 p.m., Monday through Friday, and a separate work shift of 6:00 a.m.–2:30 p.m., Monday through Friday. The stated estimated hourly rate is $23.50; actual compensation may vary, and the role may be eligible for shift differential pay.

Requirements

• 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.
• High school diploma or equivalent.

Nice To Haves

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

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, identifying its cause, selecting a solution, and explaining that 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