Supervisor, PSA Customer Care

Collectors; Plano (TX); On-site; USD 68,000 - 79,000; 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 in Plano, TX is seeking a Customer Care Supervisor for the PSA division to drive the customer experience at scale. You will lead a team of Customer Care Representatives and mentor staff to meet high demand with a data-driven approach.

This onsite role requires working 9am–7pm CST, four days a week, with five days onsite. Ideal candidates have 6+ years in customer service, including 2+ years in supervision, and a track record of SOPs and process improvements.

Qualifications

• 6+ years of customer service experience, with 2+ years supervising a team.
• Bachelor’s or Associate’s degree or equivalent working experience.
• Experience implementing SOPs to drive consistency, speed and quality.
• Strong communication skills and conflict-diffusion ability.

Responsibilities

• Define and implement operational and customer care KPIs for delivery of excellent and timely support.
• Staff the PSA Customer Care team to support business growth.
• Drive training and onboarding improvements for the team.
• Collaborate with the Customer Care Manager to design a data-driven experience strategy.
• Drive customer satisfaction and maintain service levels.

Skills

Customer service experience

People leadership

Communication

Data-driven mindset

Education

Bachelor’s or Associate’s degree or equivalent experience

Tools

Salesforce CRM

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.

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. Your recruiter will be able to clarify expectations and answer any questions you have.

We’re looking for a Customer Care Supervisor, PSA to drive the operational strategy of the customer experience, with a focus on enhancing and delivering exceptional customer service at scale. In this role, you’ll be expected to lead the day-to-day Customer Care Representative’s efforts, servicing the business needs of the PSA division. We are looking for a Supervisor who is passionate about creating great experiences in the places where brands and customers meet to drive growth. The Customer Care Supervisor must also be equipped to guide their team of Customer Care Representatives through a period of heightened demand for our services by providing mentorship and direction for the team. The right candidate will have a blend of experience across operations, customer service, and leading with a hands on approach and data-driven mindset. You’ll report to the PSA Sr. Customer Care Manager and work onsite at our Plano, TX office.

Work shift: 9am-7pm CST, 4 days a week. Onsite requirement: This role requires you to be onsite in the office 5 days per week.

What You’ll Do:

• Help define and implement operational and customer care representative team KPIs for delivery of excellent and timely customer support services
• Ensure the PSA Customer Care Representative team is staffed to support customer service business growth
• Implement and drive continuous improvement to Customer Care Representative training and onboarding
• Partner with the Customer Care Manager to collaborate in designing and delivering a seamless customer experience strategy supported by data, brand insights and technology, to deliver on a customer service experience that is streamlined, optimized and personalized to the ‘collector’ experience
• Be accountable for driving customer satisfaction and ensuring levels are maintained to our company service standards

Who You Are:

• 6+ years of customer service related experience, with 2+ years supervising a customer service or call center team in a service-based business
• Bachelor’s or Associate’s degree or equivalent working experience highly preferred
• Proven track record of implementing process improvements and standard operating procedures (SOPs) to drive consistency, increased speed and quality of customer care delivery at scale
• Demonstrated success supervising a team, with both a willingness and ability to drive influence and facilitate change
• Proven supervisory abilities and skilled at making forward thinking decisions to motivate, and build effective teams to maximize performance and effect organizational change
• 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
• Experience with Salesforce or similar CRM; implementation experience is a plus
• Experience attending trade shows or other events is a plus
• Familiarity with collectibles and the trading card hobby is a plus

Salary Range: The salary range for this position is $67,535 to $79,453. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, 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 salaried employees are eligible for flexible time-off
• 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

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

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. If you require an accommodation to apply or interview with us due to a disability or special need, please email [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.

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.