Customer Relations Supervisor PSA
Customer Relations Supervisor PSA
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$ 65000 - 80000
1 Vacancy
Job Description
Collectors is the leading creator of innovative technology that provides valueadded services for collectors worldwide. We grade authenticate vault and sell millions of recordsetting collectibles all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. Were 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 WATA Card Ladder and the Long Beach Expo collectibles trade show. Since our founding in 1986 we have graded and authenticated millions of items. We employ more than 1700 people across our headquarters in Santa Ana and offices in Jersey City Seattle Canada Hong Kong Paris Shanghai and Tokyo.
Were looking for a Customer Relations Supervisor to oversee the Customer Relations Center (CRC) in driving the operational strategy of the customer relations experience. The Customer Relations Supervisor will focus on enhancing the resolution of customer issues over the phone and by email ensuring the CRC turnaround times are met within timelines of our service level agreements. The Customer Care Supervisor must also be equipped to guide their team of Customer Relations Representatives by providing mentorship training and direction. The right candidate will have a blend of experience across operations customer service and leading with a hands on approach and datadriven mindset.
Youll report to the PSA Customer Relations Manager and work inoffice at our Jersey City NJ office headquarters.
What Youll Do:
- Help define and implement operational and customer relations representative team KPIs for delivery of timely resolution to customer support services issues.
- Maintain adequate staffing levels for the PSA Customer Relations Representative teams in Santa Ana Jersey City and Tokyo offices to effectively handle customer cases and resolve issues in a timely manner.
- Implement and drive continuous improvement to Customer Relations Representatives training and onboarding.
- Partner with the Customer Relations Manager to collaborate in designing and delivering a seamless customer relations strategy supported by data brand insights and technology to deliver on a customer relations experience that is streamlined optimized and personalized to the collector experience.
- Be accountable for driving customer resolution turnaround times in the Customer Request Center and operationally ensuring the requests are maintained to our company service standard timelines.
- Assisting CRC team members with all queries
- Proficient in effectively defusing escalated customer calls/ emails and swiftly resolving issues through proactive followup
- Improving the CRC responses
- Creating policies and standard operating procedures (SOPs) for the CRC team
- Collaborating with I.T. to develop efficiency features to the CRC portal
- Aiding with Label Correction Research and Quality Assurance review responses
- Tracking resolutions in a timely manner throughout Operations
- Collaborate closely with operations leadership to deliver actionable data insights quality assurance trends and customer feedback
- Assisting the Claims department with Damage Reviews and resolving issues over the phone and email
Who You Are:
- 6 years of customer service related experience with 2 years supervising a customer service or call center team in a servicebased business
- Bachelors or Associates degree or equivalent working experience highly preferred
- Proven track record of implementing process improvements and standard operating procedures (SOPs) to drive consistency increased speed and quality of customer care delivery at scale.
- Demonstrated success supervising a team with both a willingness and ability to drive influence and facilitate change.
- Proven supervisory abilities and skilled at making forward thinking decisions to motivate and build effective teams to maximize performance and effect organizational change.
- 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
- Experience with Salesforce or similar CRM; implementation experience is a plus.
- Familiarity with collectibles and the trading card hobby is a plus.
- Fluency in written and spoken Spanish is a plus
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.
Salary Range: The salary range for this position is $65000$80000. Actual compensation on this range varies based on a variety of nondiscriminatory factors including location job level experience and skill set.
Reasons To Join Us:
- Health Insurance: All fulltime employees are eligible to enroll in Medical Dental and Vision
- Additional Benefits: Fulltime 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 salaried employees are eligible for flexible timeoff
- Holiday Pay: All regular fulltime 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
Roles advertised as remote eligible are not open to applicants in Colorado and may not be performed in Colorado.
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 emails 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 businessrelated equipment. If you suspect fraud please reach out to
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 emails 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 businessrelated equipment. If you suspect fraud please reach out to
About Collectors
Collectors is the leading provider of valueadded services to the collectibles markets. We authenticate and grade collectible coins trading cards video games event tickets autographs and memorabilia through our subsidiaries which include Professional Sports Authenticators (PSA) Professional Coin Grading Services (PCGS) Certified Coin Exchange (CCE) Wata Card Ladder Collectors Corner Set Registry Collectors and the Long Beach Expo collectibles trade show. Since our founding in 1986 we have graded and authenticated more than 80 million items. We employ over 1000 people across our Santa Ana CA headquarters New Jersey Seattle Hong Kong Paris Shanghai and Tokyo. For more information visit .
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
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
Required Experience:
Manager
Employment Type
Full Time
