Customer Relations Specialist II, 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.

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 and employ more than 3000 people across offices in Santa Ana, California, New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and aligns with our standard working environment. Certain interview steps may take place by phone. For remote roles, at our discretion, candidates may be asked to participate in an on‑site interview in the final stages of the process.

Customer Relations Specialist II

• 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 using department protocols to 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 department spreadsheet of incoming orders.
• Escalate unresolved issues to the appropriate lead or supervisor.

• High school diploma or equivalent; college degree preferred.
• 1‑2 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.
• Can keep emotions under control, remain open to ideas, and try new things.

• Computer Use:
  Typing, mouse work, and sitting while looking at a computer for long periods.
• 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.

The reasonable estimated hourly rate for this position is $20. Actual compensation varies based on 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) Matching Plan:
  We offer a competitive 401k matching plan.
• Vacation:
  All full‑time employees are eligible for paid vacation.
• Holiday Pay:
  All regular, full‑time employees are eligible for ten company‑paid holidays.
• Employee Discounts:
  Employees receive discounts on select grading services for approved submissions.
• Flexible
  
  Hours:
  
  Many of our teams offer flexible schedules and will work with you to accommodate your needs.
• Fun Working Environment:
  Our team members…