Customer Relations Specialist (PSA)

• We’re looking for a Customer Relations Specialist I 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 Customer Relations Supervisor and work full-time onsite from our Jersey City, NJ office
• You must be able to work the following schedule: Monday-Friday from 8am-4:30pm
• 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.- You ideally have experience handling customer resolutions, have experience processing and investigating claims, shipping and handling
• The ideal candidate will be a team player who possesses at least 6 months of strong customer relations skills within a customer service environment
• You are a detail-oriented problem-solver, know how to de-escalate customer related situations, and have excellent communication skills
• Knowledgeable in Google Workspace systems
• Knowledgeable utilizing Salesforce preferred
• You will have at least 6 months of relevant customer relations experience
• You will have excellent communication skills
• You will have strong problem-solving skills
• High school diploma or equivalent; college degree preferred
• Keep emotions under control, remain open to ideas and try new things
• Organized, detail oriented, and possess strong interpersonal skills
• You will have excellent listening skills and an empathetic voice and manner
• Hand Use: Regular hand use for various tasks
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
• Sitting or Standing: Ability to sit or stand for extended periods of time
• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
• Physical Requirements:
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently