Customer Relations Specialist II, PSA at Collaborative Solutions

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. 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 SGC and Card Ladder.Since our founding in 1986 we have graded and authenticated millions of items. We employ more than 1900 people across our headquarters in Santa Ana and offices in Jersey City Tokyo Shanghai Hong Kong Toronto Guadalajara Dallas and Paris.Were looking for aCustomer Relations Specialist II 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 1 year of strong customer service skills within a customer service environment problem-solving skills keen attention to detail and excellent communication skills.Youll report to the Customer Relations Supervisor and work onsite from our Santa Ana CA office.What Youll Do:Facilitate communication between PSA Customer Care and operational teams regarding damaged inventory items ensuring accurate documentation and timely customer notificationsUtilize Salesforce work order management system to coordinate resolution activities across departmentsDocument inventory exceptions through digital imaging maintaining comprehensive visual records for assessment and resolutionCoordinate shipment logistics for items requiring reholdering ensuring proper routing to appropriate facilities with correct handling instructionsMonitor progress of exception resolution through established 10-day turnaround process updating stakeholders on statusManage reimaging workflows for corrected items ensuring proper replacement of digital assets in inventory management systemsMaintain Receiving exceptions rack implementing appropriate resolution procedures based on exception typeAlert eBay Operations team regarding order returns verifying condition and documenting any damage or mislabelingCreate and route work orders for label corrections documenting issues with supporting imagery and coordinating with NJ team for resolutionProcess damaged/cracked holder exceptions through established workflows ensuring proper documentation and resolution routingGenerate comprehensive exception tracking reports under customer accounts and vault house/vault exceptions categoriesConduct periodic quality assurance reviews of Vault House Account inventory verifying condition prior to listingInitiate review processes for certification discrepancies including label issues damaged holders and image inconsistenciesWho You Are:Proficiency with Salesforce work order managementExperience with digital imaging equipment and basic image processingStrong attention to detail in documentation and quality control processesExcellent cross-functional communication skillsAbility to follow established workflows while exercising appropriate judgment for exceptionsAccess to digital imaging equipment for exception documentationSalesforce system access for work order managementPhysical 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 $21.50. 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 VisionAdditional Benefits: Full-time employees are eligible for fertility commuter and educational assistance benefits401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goalsVacation: All full-time employees are eligible for paid vacationHoliday Pay: All regular full-time employees are eligible for ten company paid holidaysEmployee Discounts: Employees receive discounts on select grading services for approved submissionsFlexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needsFun Working Environment: Our team members are invited to participate in celebrations holiday events and team building activitiesCollectors uses 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 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.If you are based in California you can read information for California residents here.Required Experience:IC Key Skills Customer Service,CFA,Ethernet,Fiber,Anesthesia Employment Type : Full-Time Experience: years Vacancy: 1