Customer Relations Specialist II, Vault (Overnight Shift - Full Time 4 Days/Week)

About Collectors

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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

Interview Process

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

Position Overview

We're looking for a Customer Relations Specialist II to join our PSA Vault 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. You'll report to the Customer Relations Supervisor and work from our PSA Vault in New Castle, DE.

Onsite Requirement

This role requires you to be onsite in the office 4 days per week. You must be able to work one of the following OVERNIGHT shift schedules:

• Sun-Wed 6pm-4:30am (4 x 10's)
• Wed-Sat 6pm-4:30am (4 x 10's)

What You'll Do

• Facilitate communication between Vault 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

• 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

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.
• Ladder: Use of a ladder to access, retrieve, and organize items stored on shelving units, limiting work at height to brief, one-handed reaches for small items while maintaining three points of contact
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.

Compensation

Hourly Rate: The reasonable estimated hourly rate for this position is $21, plus this role is eligible for shift differential pay. 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

Legal & Compliance

Candidates must be authorized to work in the United States. Collectors 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 interviewfraud@collectors.com.

Equal Employment Opportunity

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 interviewaccommodation@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. If you are based in California, you can read information for California residents here.