Customer Relations Lead, Collectors
PSA
$29 USD per hour
More information about location
5 days a week in office (Jersey City, NJ)
Authentication & sale services for high-value collectibles
Be an early applicant
Authentication & sale services for high-value collectibles
1001+ employees
Be an early applicant
$29 USD per hour
More information about location
5 days a week in office (Jersey City, NJ)
1001+ employees
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.
Role
Who you are
- 4+ 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
- 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 Customer Relations Lead to assist in leading and mentoring the team in our Customer Relations Center
- This position will be responsible for resolving customer issues and providing any training and assistance to the CRC team
- They will ensure the turnaround times for the CRC are met within specific time frames and assist the Claims department in resolving issues over email and the phone
- You’ll report to the Customer Relations Assistant Manager and work onsite from our Jersey City, NJ Monday-Friday
- 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
- 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
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.
The fact that Collectors is more than a marketplace serves it well in the space. Indeed, its most popular services appear to be grading and authentication, as well as storage vault services. And, with the collectibles industry forecast to double in value by the end of the decade, Collectors is in a position of serious strength.
The company has seen some good investment too, totalling over $200 million. It continues to expand its services with acquisitions of other players in the sector, and is now the parent of PSA, PSA Vault, PCGS, SGC, Card Ladder, Collectors Financial Services and Beckett.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
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)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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