Customer Relations Supervisor, 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, 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 1,700 people across our headquarters in Santa Ana and offices in Jersey City, Seattle, Canada, Hong Kong, Paris, Shanghai, and Tokyo.

We’re 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 data-driven mindset.

You’ll report to the PSA Customer Relations Manager and work in-office at our Jersey City, NJ office headquarters.

What You’ll 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 Representative’s 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 follow-up
• 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 service-based business
• Bachelor’s or Associate’s 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 $65,000-$80,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, 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 salaried employees are eligible for flexible time-off
• 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 may use 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 jobs@collectors.com.

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 people@collectors.com. 

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.

Explore other available openings at collectors.com/careers.

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