Customer Relations Leader — Drive CRC Excellence (Onsite)

Collectors; California (MO); On-site; USD 54,000 - 64,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching

Paid Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Fertility Benefits

Commuter Benefit

Educational Assistance

Job summary

Collectors is seeking a Senior Customer Relations Lead to guide and mentor the CRC team at our Santa Ana, CA office. You will ensure timely responses, train staff, and collaborate with the Claims department to resolve issues by email and phone.

Ideal candidates have 5+ years in customer service, an associate degree or equivalent, and strong communication skills. Onsite work is required five days a week, 6am–2:30pm. Spanish proficiency is a plus.

Qualifications

• 5+ years of Customer Service experience.
• Associates Degree or equivalent preferred.
• Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence. Fluency in written and spoken Spanish is a plus.
• Ability to multi-task, problem-solve, and track multiple customer issues at once.
• Ability to maintain turnaround times for CRC.
• Familiarity with PSA standards, values, services, and procedures.
• Ability to understand and relay company policies and procedures in-person and by email, phone and chat.
• 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.
• Manages difficult or emotional customer situations while responding promptly to customer needs, solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Responsibilities

• Responsible for turnaround times in Customer Response Center and operationally ensuring the requests meet the turnaround time.
• Assisting CRC team members with all queries
• Improving the CRC responses
• Creating policies and procedures for the CRC team
• Corroborating with I.T. to develop efficiency features to the CRC portal
• Aiding with Label Correction, Research and Damage review responses
• Tracking resolutions in a timely manner throughout Operations
• Assisting the Claims department with Damage Reviews and resolving issues over the phone and email
• Educates customers as to rationale for company procedures and policies.

Skills

Customer Service

Multitasking

Communication

Conflict resolution

Spanish (bonus)

Education

Associates Degree or equivalent

Job description

Collectors is seeking a Senior Customer Relations Lead to guide and mentor the CRC team at our Santa Ana, CA office. You will ensure timely responses, train staff, and collaborate with the Claims department to resolve issues by email and phone.

Ideal candidates have 5+ years in customer service, an associate degree or equivalent, and strong communication skills. Onsite work is required five days a week, 6am–2:30pm. Spanish proficiency is a plus.