Senior Customer Relations Lead - Onsite Santa Ana

Collectors Universe, Inc.; California (MO); On-site; USD 33,000 - 44,000; 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 Universe, Inc. seeks a Senior Customer Relations Lead to mentor the CRC team and resolve customer issues across email and phone. This role reports to the Customer Relations Supervisor and is based onsite at the Santa Ana, CA office.

You will oversee turnaround times, assist with queries, and drive policy improvements while collaborating with IT to enhance the CRC portal and related processes.

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; maintain CRC turnaround times.
• Familiarity with PSA standards, values, services, and procedures; clear and professional communication.

Responsibilities

• Meet turnaround times in the Customer Response Center and ensure requests are completed within set windows.
• Assist CRC team members with all queries and improve CRC responses.
• Create policies and procedures for the CRC team.
• Collaborate with I.T. to develop efficiency features for the CRC portal.
• Support the Claims department with Damage Reviews via phone and email.

Skills

Customer service

Spanish (optional)

Education

Associates degree

Tools

CRM systems

Job description

Collectors Universe, Inc. seeks a Senior Customer Relations Lead to mentor the CRC team and resolve customer issues across email and phone. This role reports to the Customer Relations Supervisor and is based onsite at the Santa Ana, CA office.

You will oversee turnaround times, assist with queries, and drive policy improvements while collaborating with IT to enhance the CRC portal and related processes.