Senior Customer Relations Specialist, PSA
About The Position
Collectors is seeking a Senior Customer Relations Specialist to join the PSA Customer Relations team. PSA (Professional Sports Authenticator) is the largest and most trusted third-party trading card authentication and grading company globally. The Customer Resource Center is integrated with operations, collaborating with other departments to resolve customer issues. The ideal candidate will be a team player with at least 3 years of customer relations experience, including handling customer resolutions, processing and investigating claims, and shipping/handling. This role requires strong problem-solving, de-escalation, and communication skills. The position reports to the Assistant Manager, Customer Relations and is a full-time, onsite role in our Plano, TX office.
Requirements
- High school diploma or equivalent.
- At least 3 years or more 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.
- Candidates must be authorized to work in the United States.
- Ability to lift, carry, and move materials up to 40 pounds.
- Ability to sit or stand for extended periods of time.
Nice To Haves
- College degree preferred.
- Experience handling customer resolutions.
- Experience processing and investigating claims.
- Experience with shipping and handling.
- Knowledgeable utilizing Salesforce.
Responsibilities
- Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.
- Collaborate with Operations and other departments to find appropriate solutions for customer responses.
- Provide accurate, valid, and complete information to customers by using department protocols.
- Resolve queries by clarifying the customer’s issue, determining the cause of the problem, and selecting and explaining the best solution.
- Maintain accounts by processing customer adjustments.
- Continuously update department spreadsheet of incoming orders.
- Escalate unresolved issues to the appropriate lead/supervisor.
Benefits
- Medical, Dental, and Vision Insurance
- Fertility, commuter, and educational assistance benefits
- 401(K) Matching Plan
- Paid vacation
- Ten company paid holidays
- Employee discounts on select grading services
- Flexible schedules with varying shifts
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
