Senior Customer Care Lead, PSA

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.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.We're looking for an experienced Senior Customer Care Team Lead to join our PSA Customer Care team to provide world-class customer care to our customers around the world.You'll answer customer inquiries for Collectors supporting PSA. As a Senior Customer Care Team Lead, you will provide service information while resolving customer concerns over the phone, through email, and all other communication channels, including in person if needed.You'll report to the PSA Customer Care Manager and work full-time onsite 5 days a week from our Santa Ana, CA office headquarters.What You Will Do:Take on timely responses to higher priority customer inquiries over the phone while meeting call center metricsAssist in responding to and resolving higher-level, complex concerns and situations received from customers via written correspondence, email, social media, Live Chat and through Collectors message boardsBe an informal leader and mentor to other customer care representatives by assisting in developing your teammatesHelp delegate work in informing prospective and existing customers of company services, memberships, procedures, policies, and promotionsHelp delegate order placements for memberships and suppliesResearch and resolve escalation tickets, complaints, or issues according to company policies and proceduresMake calls to follow up on questions, complaints, and issuesProvide general office supportRepresentatives will strive to earn praise from customers regarding the high-quality care they provide via email, written correspondence, Live Chat, and social media in particularWho You Are:6+ years of customer service and/or call center experienceFluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondenceFluency in other written and spoken languages is a plus.Salesforce, Google Docs, Slack preferredFamiliarity with standard concepts, practices, and procedures within a support contact center environmentAbility to understand and relay company policies and proceduresExcellent oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetingsResponds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear mannerFocuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new thingsBalances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts the success of the team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeedManages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, earns praise from customersIdentifies and resolves problems in a timely manner; works well in group problem-solving situationsPhysical Requirements:Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of timeHand Use: Regular hand use for various tasksHearing Requirements: Ability to hear alarms, signals, and verbal instructionsLifting and Carrying: Ability to lift, carry, and move materials up to 40 poundsPhone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficientlySitting or Standing: Ability to sit or stand for extended periods of timeHourly Rate:The reasonable estimated hourly rate for this position is $28. 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 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 jobs@collectors.com.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.