Customer Relations Specialist III, 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.
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* What You’ll Do:

*** Facilitate communication between PSA 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 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 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 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
** Who You Are:
*** 3+ years of customer service experience, preferably within a direct-customer facing call center 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
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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.
* 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.
*** Hourly Rate:
**** The reasonable estimated hourly rate for this position is $23.50. 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

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