Customer Relations Supervisor, PSA

Collaborative Solutions • Santa Ana, CA

2d • $72,000 - $81,000 • Onsite

About The Position

We’re looking for a Customer Relations Supervisor to oversee the Customer Relations Center (CRC) in driving the operational strategy of the customer relations experience at our Santa Ana HQ. The Customer Relations Supervisor will focus on enhancing the resolution of customer issues over the phone and by email, ensuring the CRC turnaround times are met within timelines of our service level agreements. The Customer Care Supervisor must also be equipped to guide their team of Customer Relations Specialists by providing mentorship, training and direction. The right candidate will have a blend of experience across operations, customer service, and leading with a hands on approach and data-driven mindset. You’ll report to the PSA Sr. Customer Relations Manager and work in-office at our Santa Ana, CA location . Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

Requirements

• 6+ years of customer service related experience, with 2+ years supervising a customer service or call center team in a service-based business
• Bachelor’s or Associate’s degree or equivalent working experience highly preferred
• Proven track record of implementing process improvements and standard operating procedures (SOPs) to drive consistency, increased speed and quality of customer care delivery at scale.
• Demonstrated success supervising a team, with both a willingness and ability to drive influence and facilitate change.
• Proven supervisory abilities and skilled at making forward thinking decisions to motivate, and build effective teams to maximize performance and effect organizational change.
• Clear and professional oral and written communication skills in both positive or negative situations; Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas and try new things
• Experience with Salesforce or similar CRM; implementation experience is a plus.

Nice To Haves

• Familiarity with collectibles and the trading card hobby is a plus.
• Fluency in written and spoken Spanish is a plus

Responsibilities

• Help define and implement operational and customer relations representative team KPIs for delivery of timely resolution to customer support services issues.
• Maintain adequate staffing levels for the PSA Customer Relations Representative teams in the Santa Ana, CA office to effectively handle customer cases and resolve issues in a timely manner.
• Implement and drive continuous improvement to Customer Relations Specialists’ training and onboarding.
• Partner with the Customer Relations Manager to collaborate in designing and delivering a seamless customer relations strategy supported by data, brand insights and technology, to deliver on a customer relations experience that is streamlined, optimized and personalized to the ‘collector’ experience.
• Be accountable for driving customer resolution turnaround times in the Customer Request Center, and operationally ensuring the requests are maintained to our company service standard timelines.
• Assisting CRC team members with all queries
• Proficient in effectively defusing escalated customer calls/ emails and swiftly resolving issues through proactive follow-up
• Improving the CRC responses
• Creating policies and standard operating procedures (SOPs) for the CRC team
• Collaborating with I.T. to develop efficiency features to the CRC portal
• Aiding with Label Correction, Research and Quality Assurance review responses
• Tracking resolutions in a timely manner throughout Operations
• Collaborate closely with operations leadership to deliver actionable data insights, quality assurance trends, and customer feedback
• Assisting the Claims department with Damage Reviews and resolving issues over the phone and email

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 salaried employees are eligible for flexible time-off
• 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: Manager
• Education Level: Associate degree
• Number of Employees: 101-250 employees