Customer Relations Lead

Who you are

• The ideal candidate will be a team player who possesses at least 3 years of strong customer relations skills within a customer service environment
• You ideally have experience handling customer resolutions, have experience processing and investigating claims, shipping and handling
• You are a detail-oriented problem-solver, know how to de-escalate customer related situations, and have excellent communication skills
• High school diploma or equivalent; college degree preferred
• You will have at least 3 years or more of relevant customer relations experience
• You will have strong problem-solving skills
• You will have excellent communication skills
• You will have 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
• Keep emotions under control, remain open to ideas and try new things
• 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

What the job involves

• As part of our interview process, we request that candidates have their cameras on during video interviews
• This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment
• Certain interview steps may take place by phone
• For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process
• We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed
• Your recruiter will be able to clarify expectations and answer any questions you have
• We’re looking for Customer Relations Lead, PSA 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
• The Customer Resource Center is embedded in the operations process working cross functionally and cross collaboratively with other Operations departments
• You’ll report to the Assistant Manager, Customer Relations and work full-time onsite from our Boca Raton, FL office
• 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

Benefits

• Employee Discounts: Be your own customer. Receive discounts on select grading services for approved submissions.
• 401(K) Matching Plan: Invest in your future with our competitive 401k matching plan.
• Health Insurance: Collectors offers medical, dental, and vision for you and your family’s well being.
• Vacation/Paid Time Off: Enjoy time away from work with paid vacation for full-time employees.
• Holiday Pay: All regular, full-time employees are eligible for 10 company paid holidays.
• Flexible Hours: Flexible schedules with varying shifts are available to accommodate your needs.