Customer Relations Supervisor, Collectors
PSA
$65-80k
Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.
Office located in New Jersey, NY
Authentication & sale services for high-value collectibles
Open for applications
Authentication & sale services for high-value collectibles
501-1000 employees
Open for applications
$65-80k
Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.
Office located in New Jersey, NY
501-1000 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
- 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
- Familiarity with collectibles and the trading card hobby is a plus
- Fluency in written and spoken Spanish is a plus
- 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 Supervisor to oversee the Customer Relations Center (CRC) in driving the operational strategy of the customer relations experience
- The Customer Relations Supervisor will focus on enhancing the resolution of customer issues over the phone and by email, ensuring the CRC turnaround times are met within timelines of our service level agreements
- The Customer Care Supervisor must also be equipped to guide their team of Customer Relations Representatives by providing mentorship, training and direction
- 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 Customer Relations Manager and work in-office at our Jersey City, NJ office headquarters
- Help define and implement operational and customer relations representative team KPIs for delivery of timely resolution to customer support services issues
- Maintain adequate staffing levels for the PSA Customer Relations Representative teams in Santa Ana, Jersey City, and Tokyo offices to effectively handle customer cases and resolve issues in a timely manner
- Implement and drive continuous improvement to Customer Relations Representative’s training and onboarding
- Partner with the Customer Relations Manager to collaborate in designing and delivering a seamless customer relations strategy supported by data, brand insights and technology, to deliver on a customer relations experience that is streamlined, optimized and personalized to the ‘collector’ experience
- Be accountable for driving customer resolution turnaround times in the Customer Request Center, and operationally ensuring the requests are maintained to our company service standard timelines
- Assisting CRC team members with all queries
- Proficient in effectively defusing escalated customer calls/ emails and swiftly resolving issues through proactive follow-up
- Improving the CRC responses
- Creating policies and standard operating procedures (SOPs) for the CRC team
- Collaborating with I.T. to develop efficiency features to the CRC portal
- Aiding with Label Correction, Research and Quality Assurance review responses
- Tracking resolutions in a timely manner throughout Operations
- Collaborate closely with operations leadership to deliver actionable data insights, quality assurance trends, and customer feedback
- Assisting the Claims department with Damage Reviews and resolving issues over the phone and email
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
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, 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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