Customer Relations Lead, Vault

Collectors; New Castle (DE); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors is seeking a Customer Relations Lead at our New Castle, DE office to join PSA operations. The role requires strong customer relations experience, excellent communication, and problem-solving abilities.

You will work on-site five days a week, report to the Senior Supervisor, Customer Relations, and help resolve customer inquiries while maintaining accurate records. We offer comprehensive benefits, including health insurance, 401(k) matching, paid vacation, holiday pay, employee

Qualifications

• High school diploma or equivalent; college degree preferred.
• 4+ years of relevant customer relations experience.

Responsibilities

• Exercise discretion and sound judgment when engaging with internal and external parties.
• Collaborate with Operations and other departments to find appropriate solutions for customer responses.
• Provide accurate information by following department protocols.
• Resolve queries by clarifying the issue and determining best solution.
• Maintain accounts by processing customer adjustments.
• Continuously update department spreadsheet of incoming orders.
• Escalate unresolved issues to the appropriate lead/supervisor.

Skills

Customer relations

Communication skills

Problem solving

Google Workspace

Salesforce

Education

High School Diploma

Tools

Salesforce

Google Workspace

Job description

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.

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.

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.

We’re looking for a 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 Wednesday or 8:00am-4:30pm, Monday to Friday You’ll report to the Senior Supervisor, Customer Relations and work full‑time onsite from our New Castle, DE office. Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

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 equivalent; college degree preferred
• You will have at least 4 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

Hourly Rate:

The reasonable estimated hourly rate for this position is $28. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Reasons To Join Us:

• 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 full-time employees are eligible for paid vacation
• 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

Candidates must be authorized to work in the United States. Collectors uses e-Verify to validate your ability to work legally in the United States. We are aware that there are instances where individuals are receiving job offers that fraudulently alle… This type of fraud can be carried out through false websites, through fake e‑mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business‑related equipment. If you suspect fraud, please reach out to [e-mail].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. For New York Residents: In connection with hiring, Collectors Universe, Inc. uses an automated employment decision tool (Brighthire) to assist in evaluating candidates. Collectors Universe, Inc. began using this tool in September 2026. In accordance with NYC Local Law 144, a summary of the most recent independent bias audit of this tool is available from Brighthire. To request information about the type of data collected, its source, and our data retention policy, contact [e-mail].

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, and France.