Customer Relations Specialist II, Vault; Overnight Shift

Position: Customer Relations Specialist II, Vault (Overnight Shift - Full Time 4 Days/Week)
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.

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

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

We’re looking for a
*** Customer Relations Specialist II
*** to join our PSA Vault 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
* 1 year
* of strong customer service skills within a customer service environment, problem-solving skills, keen attention to detail, and excellent communication skills.

You’ll report to the
* Customer Relations Supervisor
* and
*** work from our PSA Vault in New Castle, DE.
******* Onsite Requirement:
**** This role requires you to be onsite in the office 4 days per week.
** You must be able to work one of the following
* OVERNIGHT* shift schedules:**
* ** Sun-Wed 6pm-4:30am (4 x 10's)**
* ** Wed-Sat  6pm-4:30am (4 x 10's)
***
* What You’ll Do:

*** Facilitate communication between Vault Customer Care and operational teams regarding damaged inventory items, ensuring accurate documentation and timely customer notifications
* Utilize Salesforce work order management system to coordinate resolution activities across departments
* Document inventory exceptions through digital imaging, maintaining comprehensive visual records for assessment and resolution
* Coordinate shipment logistics for items requiring reholdering, ensuring proper routing to appropriate facilities with correct handling instructions
* Monitor progress of exception resolution through established 10-day turnaround process, updating stakeholders on status
* Manage reimaging workflows for corrected items, ensuring proper replacement of digital assets in inventory management systems
* Maintain Receiving exceptions rack, implementing appropriate resolution procedures based on exception type
* Alert eBay Operations team regarding order returns, verifying condition and documenting any damage or mislabeling
* Create and route work orders for label corrections, documenting issues with supporting imagery and coordinating with NJ team for resolution
* Process damaged/cracked holder exceptions through established workflows, ensuring proper documentation and resolution routing
* Generate comprehensive exception tracking reports under customer accounts and vault house/vault exceptions categories
* Conduct periodic quality assurance reviews of Vault House Account inventory, verifying…