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Customer Service Operations Leader

2 months ago

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About Us: Collectors is a premier innovator in technology, dedicated to delivering exceptional services for collectors globally. We specialize in grading, authenticating, securing, and selling a vast array of record-breaking collectibles, all while enhancing and digitizing the experience to fulfill our mission of supporting collectors in their pursuits.

Our offerings encompass collectible coins, trading cards, Funko Pops, video games, event tickets, autographs, and memorabilia. Our esteemed subsidiaries include PSA, PCGS, WATA, Card Ladder, and the Long Beach Expo collectibles trade show.

Since our inception, we have graded and authenticated millions of items, employing over 1,700 professionals across various locations.

Position Overview: We are seeking a Customer Service Operations Leader to manage the Customer Relations Center (CRC) and spearhead the operational strategy for customer service excellence. This role will prioritize the enhancement of issue resolution via phone and email, ensuring compliance with our service level agreements.

The ideal candidate will possess a blend of operational, customer service, and leadership experience, adopting a hands-on approach and a data-driven mindset.

Key Responsibilities:

  • Define and implement key performance indicators (KPIs) for the customer service team to ensure timely resolution of support issues.
  • Maintain optimal staffing levels across multiple offices to effectively manage customer inquiries and resolve issues promptly.
  • Drive continuous improvement initiatives for training and onboarding of Customer Service Representatives.
  • Collaborate with management to design and execute a seamless customer service strategy informed by data and brand insights.
  • Ensure accountability for customer resolution turnaround times and adherence to company service standards.
  • Assist team members with inquiries and effectively manage escalated customer interactions.
  • Enhance response quality and develop standard operating procedures (SOPs) for the customer service team.
  • Work closely with IT to improve the efficiency of the customer service portal.
  • Track and report on resolution timelines and collaborate with leadership to provide actionable insights.

Qualifications:

  • Minimum of 6 years in customer service, with at least 2 years in a supervisory role within a service-oriented environment.
  • Preferred educational background includes a Bachelor’s or Associate’s degree or equivalent experience.
  • Proven success in implementing process improvements and SOPs to enhance service delivery.
  • Demonstrated ability to lead a team effectively, fostering motivation and driving organizational change.
  • Exceptional communication skills, both verbal and written, in various situations.
  • Ability to manage conflict, maintain confidentiality, and remain open to new ideas.
  • Experience with CRM systems, particularly Salesforce, is advantageous.
  • Familiarity with collectibles and trading card hobbies is a plus.
  • Fluency in Spanish is a plus.

Why Join Us:

  • Comprehensive health insurance plans for full-time employees.
  • Competitive 401(K) matching program to support your financial future.
  • Paid vacation and ten company holidays for work-life balance.
  • Employee discounts on select grading services.
  • Flexible working hours to accommodate personal needs.
  • A vibrant work environment with opportunities for team-building and celebrations.

We are committed to fostering a diverse and inclusive workplace, welcoming applicants from all backgrounds and experiences.