Senior Customer Relations Representative, Collectors

PSA

Salary not provided

The reasonable estimated hourly rate for this position is $28

Salesforce

Google Workspace

Senior and Expert level

Los Angeles

5 days a week in office (Santa Ana, CA)

Authentication & sale services for high-value collectibles

Be an early applicant

Authentication & sale services for high-value collectibles

501-1000 employees

B2CMarketplaceConsumer GoodsArtSales

Be an early applicant

Salary not provided

The reasonable estimated hourly rate for this position is $28

Salesforce

Google Workspace

Senior and Expert level

Los Angeles

5 days a week in office (Santa Ana, CA)

501-1000 employees

B2CMarketplaceConsumer GoodsArtSales

Company mission

To help collectors pursue their passion through industry leading grading and authentication, tools to help collectors research and find the next big thing, and marketplaces to buy and sell.

Job

Company

Role

Who you are

The ideal candidate will be a team player who possesses at least 5 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
High school diploma or equivalent; college degree preferred
You will have at least 5 years 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
Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
Hand Use: Regular hand use for various tasks
Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
Sitting or Standing: Ability to sit or stand for extended periods of time

What the job involves

We’re looking for a Senior Customer Relations Representative 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
You’ll report to the Customer Relations Supervisor and work full-time onsite 5 days a week from our Santa Ana, CA office from 8am-4:30pm
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

Our take

Collectors offers a range of services for the collectibles industry including authentication and grading, collectibles research and sourcing tools, and a buy-and-sell marketplace. The industry is going through a huge renaissance, with a particularly high demand for sports and trading games cards, and Collectors has come to the fore as a major name.

While other big companies in the space include Fanatics and Steiner Sports, the fact that Collectors’ is more than a marketplace serves it well. Indeed, its most popular services appear to be grading and authentication, as well as storage vault services.

Collectors’ recent past has been very interesting to watch, as a 2021 acquisition led by current CEO Nat Turner unified the various brands of the former Collectors Universe, which was then relaunched as its current all-in-one platform.

It’s proving to be a shrewd move, as the “new” company’s first fundraise totaled $100 million, followed by an extra $123 million in post-IPO debt funding in 2023. With the collectibles industry forecast to double in value to be worth as much as $700 billion by end of the decade, Collectors is putting itself in a position of serious strength.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

25% employee growth in 12 months

Glassdoor (3.3)

Company

Company benefits

Employee Discounts: Be your own customer. Receive discounts on select grading services for approved submissions.
401(K) Matching Plan: Invest in your future with our competitive 401k matching plan.
Health Insurance: Collectors offers medical, dental, and vision for you and your family’s well being.
Vacation/Paid Time Off: Enjoy time away from work with paid vacation for full-time employees.
Holiday Pay: All regular, full-time employees are eligible for 10 company paid holidays.
Flexible Hours: Flexible schedules with varying shifts are available to accommodate your needs.

Company HQ

Santa Ana, CA

Leadership

Nat Turner

(CEO, not founder)

Angel investor and well-known sports card collector. As well as being CEO of Collectors, is a board member at OneOncology and former board member at health companies Sema4 and Clover Health. Co-founded and led Flatiron Health (Acquired by Roche) from 2012 - 2022.

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