Senior Customer Relations Specialist, 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, 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.

We’re looking for Senior Customer Relations Specialist 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. The ideal candidate will be a team player who possesses at least 3 years of strong customer relations skills within a customer service environment. Your experience should include handling customer resolutions, processing and investigating claims, and shipping and handling. You are a detail‑oriented problem‑solver, able to de‑escalate customer‑related situations, and possess excellent communication skills.

You’ll report to the Assistant Manager, Customer Relations, and work full‑time onsite from our Boca Raton, FL office.

This role requires you to be onsite in the office 5 days per week.

• Exercise discretion and exhibit sound judgment and decision‑making when engaging with all parties internally and externally.
• Collaborate with Operations and other departments to find appropriate solutions for customer responses.
• Provide accurate, valid, and complete information by using the department protocols to our customers.
• Resolve queries by clarifying the customer’s issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem.
• Maintain accounts by processing customer adjustments.
• Continuously update the department spreadsheet of incoming orders.
• Escalate unresolved issues to the appropriate lead/supervisor.

• High school diploma or equivalent; college degree preferred.
• At least 3 years of relevant customer relations experience.
• Strong problem‑solving skills.
• Excellent communication skills.
• 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.

The reasonable estimated hourly rate for this position is $23 - $28. Actual compensation varies based on a variety of non‑discriminatory factors, including location, job level, prior experience and skill set.

• 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)…