Senior Customer Relations Lead

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.

This position will be responsible for resolving customer issues and providing any training and assistance to the CRC team. They will ensure the turnaround times for the CRC are met within specific time frames and assist the Claims department in resolving issues over email and the phone.

You’ll report to the
* Customer Relations Supervisor
* and
** work onsite from our*
* ** Santa Ana, CA*
* ** headquarters
* * Monday-Friday.
** What You'll Do:
*** Responsible for turnaround times in Customer Response Center and operationally ensuring the requests meet the turnaround time.
* Assisting CRC team members with all queries
* Improving the CRC responses
* Creating policies and procedures for the CRC team
* Corroborating with I.T. to develop efficiency features to the CRC portal
* Aiding with Label Correction, Research and Damage review responses
* Tracking resolutions in a timely manner throughout Operations
* Assisting the Claims department with Damage Reviews and resolving issues over the phone and email
* Educates customers as to rationale for company procedures and policies.
** Who You Are:
*** 5+ years of Customer Service experience
* Associates Degree or equivalent preferred
* Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence. Fluency in written and spoken Spanish is a plus
* Ability to multi-task, problem-solve, and track multiple customer issues at once;
* Ability to maintain turnaround times for CRC
* Familiarity with PSA standards, values, services, and procedures;
* Ability to understand and relay company policies and procedures in-person and by email, phone and chat;
* Clear and professional oral and written communication skills in both positive or negative situations;
* Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas and try new things;
* Manages difficult or emotional customer situations while responding promptly to customer needs, solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
*
* 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 $28-$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 goals
* Vacation:
All full-time…