Senior Customer Care Lead, 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.

You’ll answer customer inquiries for Collectors supporting PSA. As a Senior Customer Care Team Lead, you will provide service information while resolving customer concerns over the phone, through email, and all other communication channels, including in person if needed.

You'll report to the
* PSA Customer Care Manager
* and
** work full-time onsite 5 days a week from our Santa Ana, CA office headquarters.
***
* What You Will Do:

*** Take on timely responses to higher priority customer inquiries over the phone while meeting call center metrics
* Assist in responding to and resolving higher-level, complex concerns and situations received from customers via written correspondence, email, social media, Live Chat and through Collectors message boards
* Be an informal leader and mentor to other customer care representatives by assisting in developing your teammates
* Help delegate work in informing prospective and existing customers of company services, memberships, procedures, policies, and promotions
* Help delegate order placements for memberships and supplies
* Research and resolve escalation tickets, complaints, or issues according to company policies and procedures
* Make calls to follow up on questions, complaints, and issues
* Provide general office support
* Representatives will strive to earn praise from customers regarding the high-quality care they provide via email, written correspondence, Live Chat, and social media in particular
** Who You Are:
*** 6+ years of customer service and/or call center experience
* Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence
* Fluency in other written and spoken languages is a plus.
* Salesforce, Google Docs, Slack preferred
* Familiarity with standard concepts, practices, and procedures within a support contact center environment
* Ability to understand and relay company policies and procedures
* Excellent oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
* Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner
* Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things
* Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts the success of the team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed
* Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, earns praise from customers
* Identifies and resolves problems in a timely manner; works well in group problem-solving situations
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* 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
*…