Customer Relations Lead, Vault

Location: Northern

We’re looking for
*** Senior**
* *** Customer Relations Lead, PSA
*** 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. You ideally have experience handling customer resolutions, have experience processing and investigating claims, shipping and handling. You are a detail-oriented problem-solver, know how to de-escalate customer related situations, and have excellent communication skills.  
*
* Work Shift:

** 7:00am-5:30pm, Sunday to Thursday or 8:00am-4:30pm, Monday to Friday  You’ll report to the
* Assistant Manager, Customer Relations
* and
** work full-time onsite
** from our
*** New Castle, DE
*** office.  
** Onsite Requirement:
** This role requires you to be onsite in the office 5 days per week.  
*
* What You’ll Do:

*** Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.
* Collaborates with Operations and other departments to find appropriate solutions for customer responses
* Provides accurate, valid, and complete information by using the department protocols to our customers
* Resolves queries by clarifying the customer’s issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem
* Maintains accounts by processing customer adjustments
* Continuously updates department spreadsheet of incoming orders
* Escalate unresolved issues to the appropriate lead/supervisor  
** Who You Are:
*** High school diploma or equivalent; college degree preferred
* You will have at least 4 years or more of relevant customer relations experience
* You will have strong problem-solving skills
* You will have excellent communication skills
* You will have 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  
*
* Physical Requirements:

**
* ** 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.  
** 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.
* ** Reasons To Join Us:
*** 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 are proud to offer a competitive 401k matching plan to our employees to support their future financial…