Customer Relations Specialist IV, PSA

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, modernizing and digitalizing the process to further our mission of helping collectors pursue their passions.

We’re looking for a Senior 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, providing training and assistance to the CRC team, ensuring turnaround times are met, and assisting the Claims department in resolving issues over email and the phone. The role reports to the Customer Relations Supervisor and is based onsite at our Boca Raton, FL office (5 days per week).

• Ensure turnaround times in the Customer Response Center and operationally ensure requests meet specified time frames.
• Assist CRC team members with all queries and improve CRC responses.
• Create policies and procedures for the CRC team.
• Collaborate with IT to develop efficiency features for the CRC portal.
• Aide with Label Correction, Research and Damage review responses.
• Track resolutions in a timely manner throughout Operations.
• Assist the Claims department with Damage Reviews and resolve issues over the phone and email.
• Educate customers on company procedures and policies.

• 5+ years of customer service experience.
• Associate’s 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 while maintaining 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 and negative situations.
• Ability to diffuse conflict, maintain confidentiality, listen without interrupting, keep emotions under control, remain open to ideas and try new things.
• Manage difficult or emotional customer situations while responding promptly to customer needs, solicit customer feedback to improve service, respond to requests for service and assistance, and meet commitments.

Hourly Rate:
The reasonable estimated hourly rate for this position is $30. Actual compensation varies based on a variety of non‑discriminatory factors, including location, job level, prior experience and skill set.

• Health Insurance:
  Full-time employees are eligible to enroll in medical, dental, and vision.
• Additional Benefits:
  Fertility, commuter and educational assistance.
• 401(k) Matching Plan:
  Competitive matching plan.
• Vacation:
  Full-time employees are eligible for paid vacation.
• Holiday Pay:
  Full-time employees are eligible for ten company paid holidays.
• Employee Discounts:
  Discounts on select grading services for approved submissions.
• Flexible
  
  Hours:
  
  Many teams offer flexible schedules and will accommodate needs.
• Fun Working Environment:
  Participation 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. Candidates must be authorized to work in the United States. Collectors uses e‑Verify to validate work eligibility.