Full-Time

Customer Relations Supervisor

Posted on 5/9/2024

Collectors

Collectors

501-1,000 employees

Platform for trading, grading, and tracking collectibles

Data & Analytics
Consumer Goods

Mid, Senior

Orange, CA, USA

Required Skills
Salesforce
Customer Service
Requirements
  • 6+ years of customer service related experience
  • 2+ years supervising a customer service or call center team
  • Bachelor’s or Associate’s degree or equivalent working experience
  • Proven track record of implementing process improvements and standard operating procedures (SOPs)
  • Experience with Salesforce or similar CRM
  • Familiarity with collectibles and the trading card hobby
  • Fluency in written and spoken Spanish
Responsibilities
  • Help define and implement operational and customer relations representative team KPIs
  • Maintain adequate staffing levels for the PSA Customer Relations Representative teams
  • Implement and drive continuous improvement to Customer Relations Representative’s training and onboarding
  • Partner with the Customer Relations Manager to design and deliver a seamless customer relations strategy
  • Be accountable for driving customer resolution turnaround times
  • Assisting CRC team members with queries
  • Proficient in defusing escalated customer calls/emails
  • Improving the CRC responses
  • Creating policies and 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
  • Collaborating with operations leadership to deliver actionable data insights
  • Assisting the Claims department with Damage Reviews

Collectors is a platform that revolutionizes the way collectors find, buy, authenticate, and track various collectibles such as sports cards, coins, video games, and Pokémon cards. They offer industry-leading services, including third-party authentication and grading for trading cards, coins, and video games, as well as comprehensive analytics and financial tracking for sports cards.

Company Stage

Seed

Total Funding

$100M

Headquarters

Santa Ana, California

Founded

1986

Growth & Insights
Headcount

6 month growth

8%

1 year growth

22%

2 year growth

92%