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 coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, WATA, Card Ladder, and the Long Beach Expo collectibles trade show. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,700 people across our headquarters in Santa Ana and offices in Jersey City, Seattle, Canada, Hong Kong, Paris, Shanghai, and Tokyo. We’re looking for a Senior Customer Relations Representative to join our PSA Customer Relations team. Professional Sports Authenticator (PSA) is the largest and most trusted third-party trading card authentication and grading company in the world. Since its inception in 1991, PSA has certified over 40 million cards and collectibles with a cumulative declared value of over a billion dollars.
Responsibilities
- Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.
- Collaborates with Operations and other departments to find appropriate solutions for customer responses.
- Provides accurate, valid, and complete information by using the department protocols to our customers.
- Resolves queries by clarifying the customer’s issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem.
- Maintains accounts by processing customer adjustments.
- Continuously updates department spreadsheet of incoming orders.
- Escalate unresolved issues to the appropriate lead/supervisor.
Requirements
- High school diploma or equivalent; college degree preferred.
- At least 5 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 possess strong interpersonal skills.
- Knowledgeable in Google Workspace systems.
- Knowledgeable utilizing Salesforce preferred.
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.
