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Customer Relations Representative

4 months ago

Jersey City, United States Collectors Full time

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, Goldin, 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, Hong Kong, Paris, Shanghai, and Tokyo.

We're looking for a Sr. Customer Relations Representative to join our PSA Customer Relations team. Professional Sports Authenticator (PSA) is the largest and most trusted third-party trading card authentication and grading company in the world. Since its inception in 1991, PSA has certified over 40 million cards and collectibles with a cumulative declared value of over a billion dollars.

The Customer Resource Center is embedded in the operations process working cross functionally and cross collaboratively with other Operations departments. The ideal candidate will be a team player who possesses at least 3 years of strong customer service skills within a customer service environment, problem-solving skills, keen attention to detail, and excellent communication skills.

You'll report to the Customer Relations Supervisor and work from our Jersey City, NJ corporate office.

What You'll Do:

  • Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.
  • Collaborates with Operations and other departments to find appropriate solutions for customer responses
  • Provides accurate, valid, and complete information by using the department protocols to our customers
  • Resolves queries by clarifying the customer's issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem
  • Maintains accounts by processing customer adjustments
  • Continuously updates department spreadsheet of incoming orders
  • Escalate unresolved issues to the appropriate lead/supervisor
Who You Are:
  • High school diploma or equivalent; college degree preferred
  • You will have at least 3 years of Customer Service experience
  • You will have strong problem-solving skills
  • You will have excellent communication skills
  • You will have excellent listening skills and an empathetic voice and manner
  • Organized, detail oriented, and possess strong interpersonal skills
  • Knowledgeable in Microsoft Word, Excel, and Outlook
Physical Requirements:
  • Sitting
  • Walking
  • Standing
  • Bending neck
  • Hand Use
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
  • 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

Candidates must be authorized to work in the United States.

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.