Customer Relations Lead, Vault

collectorsuniverse; New Castle (DE); Vor Ort; USD 55.000 - 75.000; Vollzeit

Zusammenfassung

Collectors Universe seeks a Senior Customer Relations Lead to join the PSA Customer Relations team in New Castle, DE. The role focuses on resolving customer inquiries, processing claims, and maintaining high service standards to support collectors worldwide.

This full-time onsite position reports to the Senior Supervisor, Customer Relations. The ideal candidate has 3+ years in customer relations, excellent communication skills, and a proven track record of de-escalating issues.

Qualifikationen

• 3+ years of strong customer relations experience within a customer service environment.
• Experience handling customer resolutions, processing and investigating claims.
• Ability to de-escalate customer-related situations and maintain composure.
• Detail-oriented problem-solver with excellent communication skills.
• High school diploma or equivalent.

Aufgaben

• Exercise discretion and sound judgment when engaging with internal and external parties.
• Collaborates with Operations to find appropriate solutions for customer responses.
• Provides accurate, valid, and complete information by using department protocols to customers.
• Resolves queries by clarifying the customer’s issue, determining the cause, and explaining the best solution.
• Maintains accounts by processing customer adjustments.
• Continuously updates department spreadsheet of incoming orders.
• Escalate unresolved issues to the appropriate lead/supervisor.

Kenntnisse

Customer relations

Communication skills

Problem solving

Ausbildung

High school diploma or equivalent

Jobbeschreibung

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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.

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.

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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.

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.

We're looking for Senior 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. 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.

Work Shift: 7:00am-5:30pm, Sunday to Thursday or 8:00am-4:30pm, Monday to Friday

Onsite Requirement

This role requires you to be onsite in the office 5 days per week.

You’ll report to the Senior Supervisor, Customer Relations and work full-time onsite from our New Castle, DE office.

What You’ll Do

• 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

Who You Are

• High school diploma or equivale