Customer Relations 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 coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 2,200 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We’re looking for a Customer Relations Lead to assist in leading and mentoring the team in our Customer Relations Center. 

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 Assistant Manager 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: 

• 4+ 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. 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 employees are eligible for paid vacation

• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

• Employee Discounts: Employees receive discounts on select grading services for approved submissions

• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

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 service 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 [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

If you are based in California, you can read information for California residents here.