Customer Relations Specialist II, Vault; Overnight Shift

Job Summary

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, modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We are looking for a Customer Relations Specialist II to join our PSA Vault Customer Relations team.

Work onsite at PSA Vault in New Castle, DE four days per week. Must work overnight shifts:
Sun‑Wed 6:00pm–4:30am or Wed‑Sat 6:00pm–4:30am (four 10‑hour shifts).

• 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 an 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 the 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 the 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 condition prior to listing.
• Initiate review processes for certification discrepancies including label issues, damaged holders, and image inconsistencies.

• At least 1 year of strong customer service experience in a customer service environment.
• Proficiency with Salesforce work order management.
• Experience with digital imaging equipment and basic image processing.
• Strong attention to detail in documentation and quality control processes.
• Excellent cross‑functional communication skills.
• Ability to follow established workflows while exercising appropriate judgment for exceptions.
• Access to digital imaging equipment for exception documentation.
• Salesforce system access for work order management.
• Physical ability to lift, carry, and move materials up to 40 pounds.
• Ability to use a ladder to access, retrieve, and organize items stored on shelving units, limiting work at height to brief, one‑handed reaches for small items while maintaining three points of contact.

• 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.

• Health Insurance:
  Medical, Dental, and Vision.
• Additional Benefits:
  Fertility, commuter, and educational assistance.
• 401(K) Matching Plan.
• Paid Vacation and Holiday Pay.
• Employee Discounts on grading services.
• Flexible Hours for many teams with varying shifts.

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better serve the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email