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

Customer Relations Specialist IICollectors 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.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 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.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 contactPhone 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, 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 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 activitiesCandidates 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 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.If you are based in California, you can read information for California residents here.