Senior Customer Care Lead, PSA

Collectors • Santa Ana, CA

12d • 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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France. We’re looking for an experienced Senior Customer Care Team Lead to join our PSA Customer Care team to provide world-class customer care to our customers around the world. You’ll answer customer inquiries for Collectors supporting PSA. As a Senior Customer Care Team Lead, you will provide service information while resolving customer concerns over the phone, through email, and all other communication channels, including in person if needed. You'll report to the PSA Customer Care Manager and work full-time onsite 5 days a week from our Santa Ana, CA office headquarters.

Requirements

• 6+ years of customer service and/or call center experience
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence
• Familiarity with standard concepts, practices, and procedures within a support contact center environment
• Ability to understand and relay company policies and procedures
• Excellent oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
• Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner
• Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things
• Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts the success of the team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed
• Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, earns praise from customers
• Identifies and resolves problems in a timely manner; works well in group problem-solving situations
• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
• Hand Use: Regular hand use for various tasks
• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
• Sitting or Standing: Ability to sit or stand for extended periods of time

Nice To Haves

• Fluency in other written and spoken languages is a plus.
• Salesforce, Google Docs, Slack preferred

Responsibilities

• Take on timely responses to higher priority customer inquiries over the phone while meeting call center metrics
• Assist in responding to and resolving higher-level, complex concerns and situations received from customers via written correspondence, email, social media, Live Chat and through Collectors message boards
• Be an informal leader and mentor to other customer care representatives by assisting in developing your teammates
• Help delegate work in informing prospective and existing customers of company services, memberships, procedures, policies, and promotions
• Help delegate order placements for memberships and supplies
• Research and resolve escalation tickets, complaints, or issues according to company policies and procedures
• Make calls to follow up on questions, complaints, and issues
• Provide general office support
• Representatives will strive to earn praise from customers regarding the high-quality care they provide via email, written correspondence, Live Chat, and social media in particular

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed