Supervisor, Customer Relations

Collectors • Plano, TX

8d • $67,535 - $79,453 • Onsite

About The Position

Collectors is a leading creator of innovative technology providing value-added services for collectors worldwide. They grade, authenticate, vault, and sell millions of collectibles, modernizing and digitalizing the process to help collectors pursue their passions. The company's services span trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia, with subsidiaries including PSA, PCGS, Beckett, SGC, and Card Ladder. Founded in 1986, Collectors has graded and authenticated millions of items and employs over 3000 people across multiple international offices. This role specifically is for a Customer Relations Supervisor to oversee the Customer Relations Center (CRC) in Plano, TX, focusing on enhancing customer issue resolution via phone and email, ensuring service level agreements are met, and providing mentorship and training to a team of Customer Relations Specialists. The ideal candidate will have a blend of experience in operations, customer service, and leadership with a hands-on, data-driven approach. The role reports to the PSA Sr. Customer Relations Manager.

Requirements

• 6+ years of customer service related experience.
• 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.
• Familiarity with collectibles and the trading card hobby is a plus.
• Fluency in written and spoken Spanish is a plus.
• Candidates must be authorized to work in the United States.
• 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

• Implementation experience with Salesforce or similar CRM is a plus.
• 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 Plano, TX 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: Mid Level
• Education Level: Associate degree