Customer Relations Specialist, PSA (Work Onsite)

Collectors • Santa Ana, CA

9d • Onsite

About The Position

Collectors is seeking Customer Relations Specialists II 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 full-time and onsite at the Santa Ana, California office, five days per week, Monday through Friday, from 6:00 AM to 2:30 PM. The position reports to the Customer Relations Supervisor.

Requirements

• High school diploma or equivalent.
• At least 6 months of relevant customer relations experience in a customer service environment.
• 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 perform computer work, including typing and mouse use, and to 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.
• May be required to talk on the phone and text, and to operate a computer and phone system efficiently.
• Ability to sit or stand for extended periods.
• Must be authorized to work in the United States.

Nice To Haves

• College degree.
• 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 for customer responses.
• Provide customers with accurate, valid, and complete information using department protocols.
• Resolve customer queries by clarifying the issue, identifying 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.

Benefits

• Medical, dental, and vision insurance eligibility for full-time employees.
• Fertility, commuter, and educational assistance benefits for full-time employees.
• 401(k) matching plan.
• Paid vacation for full-time employees.
• Ten company-paid holidays for 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.
• 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